FLEX Service Availability Manager

Marriott • Bethesda, MD

12d • $46 - $70

About The Position

The FLEX Service Availability Manager is responsible for supporting peak performance and availability of Enterprise IT infrastructure and services. The role combines proactive site reliability engineering with incident command to minimize service disruptions and improve technology services. It focuses on automation, cloud technologies, and continuous process improvement, and operates in a dynamic 24x7x365 environment with shift coverage and on-call responsibilities.

The manager leads major incident response, develops automation and monitoring capabilities, and works with development, operations, support teams, and organizational stakeholders to improve service reliability and incident response. The role also analyzes incidents and communicates their status, impact, and outcomes.

Requirements

• Bachelor’s degree or equivalent experience or certification.
• At least 5 years of experience in an information technology environment.
• At least 3 years of IT Operations experience, including troubleshooting complex network, server, storage, and/or application issues.
• At least 2 years of operations experience involving incident, problem, change, and release management, including leading calls and documenting outcomes.
• Ability to cover shifts in a 24x7x365 environment and fulfill on-call responsibilities.
• Proficiency in scripting languages such as Python and Shell, and familiarity with automation tools such as Ansible and Jenkins.
• Experience with cloud platforms such as AWS, Azure, or GCP, infrastructure as code, and containerization technologies.
• Experience in incident command or incident management in a technology environment.
• Strong problem-solving, organizational, and analytical skills.

Nice To Haves

• ITIL Foundations v3 or higher certification.
• Demonstrated experience with ITSM suites such as ServiceNow.
• Demonstrated experience with monitoring, performance, or capacity tools.
• Experience with CI/CD pipelines and DevOps practices.
• Familiarity with Site Reliability Engineering principles and concepts.
• Strong leadership qualities, decisiveness, and the ability to motivate teams and manage stressful situations calmly and effectively.
• Ability to build constructive relationships, influence, and communicate with associates and management at varying levels.
• Ability to solve complex, cross-functional issues.
• Strong knowledge of server, storage, network, middleware, application, and cloud technologies.
• Curiosity and a drive to find more efficient ways of delivering service.

Responsibilities

• Serve as Incident Commander during major incidents, leading response efforts to restore services and minimize business and consumer impact.
• Design and implement automation tools to reduce manual intervention, improve system performance, and prevent incidents.
• Assess application architectures to identify key monitoring points and performance indicators.
• Develop and maintain monitoring and alerting frameworks to detect and address anomalies before they escalate into incidents.
• Collaborate with development, operations, and support teams to improve service reliability and incident response processes.
• Conduct post-mortems, identify root causes, and implement preventative measures to avoid recurrence.
• Communicate incident status, impact, and post-incident reports to stakeholders at all levels.
• Stay informed about industry trends, technologies, and practices in site reliability engineering and incident management.
• Understand and meet the needs of key stakeholders.
• Develop goals and plans to prioritize, organize, and accomplish work.
• Collaborate with internal partners and stakeholders to support business and initiative strategies.
• Communicate concepts clearly and persuasively.
• Provide accurate and timely results, including reports and presentations.
• Support achievement of performance, budget, and team goals.

Benefits

• 401(k) plan
• Stock purchase plan
• Discounts at Marriott properties
• Commuter benefits
• Employee assistance plan
• Childcare discounts
• Medical coverage
• Dental coverage
• Vision coverage
• Health care flexible spending account
• Dependent care flexible spending account
• Life insurance
• Disability insurance
• Accident insurance
• Adoption expense reimbursements
• Paid parental leave
• Washington employees accrue paid sick leave, accrue PTO at 0.0384 hours per hour worked, and are eligible for at least 9 holidays annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager