Lead Engineer - SRE - Salesforce

Relocation Assistance Provided

Job Summary

The Lead Application Support Engineer (SRE) is responsible for reliability, performance, and availability of applications and enhancements that support Marriott Vacations Worldwide (MVW).  Collaborates with MVW’s Global Technology (GT) functional teams to design, deliver and support innovative solutions using various technologies. Collaborates with vendors and managed service provider (MSP) partners for projects and processes. Provides level 3 incident and service request support. Guides level 1 and level 2 associates and MSP representatives.

Expected Contributions

• Troubleshoots and resolves issues related to Salesforce applications to ensure optimal performance and availability.
• Implements and manages incident management processes to minimize downtime and impact on users.
• Proactively identifies and resolves potential problems to prevent recurring issues.
• Develops and maintain monitoring and alerting systems using APM tools such as AppDynamics, Dynatrace, or New Relic.
• Utilizes scripting languages such as Python or Bash to automate routine tasks and enhance efficiency.
• Analyze performance data using Splunk or similar log analysis tools to gain insights into application performance and troubleshoot issues.
• Collaborates with cross-functional teams to drive continuous improvement in application reliability and performance.
• Conducts root cause analysis for complex production issues
• Monitors changes to applications and their operating environment, create and maintain support documentation and procedures
• Prioritizes and handles service requests, incidents, change management and problem tickets

Candidate Profile

Education

• Bachelor’s degree in information technology or related discipline or equivalent work experience.

Certifications Preferred

• ITIL v3 or v4 Foundation Certification
• Salesforce related certifications
• APM Tools certifications

Experience

• 5-8 years of experience in software development
• 3+ Experience in supporting applications built on modern application architecture and cloud infrastructure.

Skills/Attributes

• Analytical and Logical Thinking
  • Analytical Skills: Proactively identify and address potential risks or issues related to MVW applications and propose appropriate solutions.
  • Logical Reasoning: Ability to think critically and logically to evaluate situations, identify problems, and develop effective solutions.
     

• Technical
  • Familiar with the full software development lifecycle.
  • Proficiency in Salesforce platform (Sales, Service, Revenue and Marketing clouds) and its features, data model, security model, APIs and integration tools. 
  • Experience in Salesforce Lightning components development.
  • Strong understanding of HTTP, RESTful, and web services.
  • Strong knowledge of APM tools such as AppDynamics, Dynatrace, or New Relic.
  • Experience with log analysis tools such as Splunk.
  • Familiarity with CI/CD pipelines and experience using tools like Jenkins, Tekton and Copado for automating deployments.
  • Ability to work with containers and orchestration tools like Docker and Kubernetes. 
  • Understanding of networking concepts including DNS, TCP/IP, load balancing, and firewalls. 
  • Experience with cloud platforms such as AWS/Azure and hybrid cloud application platform like Red Hat OpenShift.
  • Knowledge of databases and SQL queries for troubleshooting data-related issues. 
  • Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
  • Understanding of security protocols and compliance requirements related to applications and integrations.

• Project Management Skills
  • Requirement Analysis: Skills in gathering and analyzing business requirements to tailor Salesforce solutions to meet organizational needs.
  • Planning and Execution: Ability to plan, execute, and deliver Salesforce solutions, ensuring they are completed on time, within budget while meeting technical and quality requirements.

• Interpersonal Skills
  • Communication: Proven verbal and written communication skills to convey technical concepts etc. non-technical stakeholders in easy-to-understand ways.
  • Customer Focus: Commitment to a strong customer service orientation to understand and address client needs effectively.
  • Collaboration: Proven ability to collaborate withi