Lead Site Reliability Engineer

Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. We are proud to be the vacation‑industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. Royal Caribbean Group's Global eCommerce has an exciting career opportunity for a full time Lead Site Reliability Engineer reporting to the Sr. Manager, Site Reliability Engineer. This position will work on‑site in Mexico City. Position Summary Lead Site Reliability Engineer (Lead SRE) will assist the SRE Manager in support of the Royal Caribbean website (gross revenue ~$183M) using application and user performance data to guide informed decision making. The Lead SRE will use site performance metrics collected by various sources and tools to support the following tasks: initial triage of critical production incidents, analysis of bugs, implementing best practices in site reliability engineering, optimizing infrastructure, ensuring seamless collaboration between internal teams and external service providers, among other operational initiatives. Essential Duties and Responsibilities Critical Incident Support Review ticket analysis and approve closure of tickets/incidents. Understands architecture of the Royal website and escalates incidents as needed to appropriate teams for further triage. Synthesizes and communicates incident details to the production team, stakeholders, including executive‑level stakeholders. Review postmortem/RCA documents and follow up. Monitor and Optimize Systems Builds case for prioritizing bug and enhancement tickets and creates reports on new deployment build performance for product teams to ensure quality. Ensure System Reliability and Performance Adjust health thresholds and other monitoring settings based on historical performance. Create and maintain performance dashboards used by support and product teams. Maintain alerting, communication, and documentation tool chain to ensure it is up to date and efficient. Collaboration with Cross‑Functional Teams Establish and maintain clear communication channels (e.g., Slack, Teams) with scrum and marketing teams. Ensure all team members are informed about relevant updates and changes that may affect the website. Qualifications, Knowledge and Skills Experience Minimum Years of Experience: 10+ years in Site Reliability Engineering (SRE), DevOps, or a related IT operations role. Management Experience: At least 3 years of experience managing teams and collaborating with external service providers. Skills and Abilities Technical Expertise Proficiency in cloud platforms such as AWS and AWS Elastic Beanstalk. Understanding of API design principles: REST, SOAP, GraphQL. Advanced knowledge of monitoring and logging tools (AppDynamics, DataDog, Splunk, New Relic, etc). Problem‑Solving Skills Strong analytical and troubleshooting skills to diagnose and resolve complex production issues swiftly. Ability to develop and implement effective incident response plans. Communication and Collaboration Excellent written and verbal communication skills for effective interaction with cross‑functional teams and documentation. Ability to collaborate with Development, QA, IT, and external managed service providers to ensure seamless operations. Education Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field. Certifications Preferred Certifications: Any monitoring and alerting tools equivalent to certification, any certification or equivalent knowledge of IT service management. We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. #J-18808-Ljbffr