Senior Manager - NOC/Incident Management

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Senior Manager, Reliability Operations

The Senior Manager, Reliability Operations role leads a highly technical team of NOC and Incident Management staff, responsible for 24x7 operational response.

This Senior Manager position will participate in strategic efforts that support continuity of operations to Expedia’s ecommerce and Traveler facing services, as well as internal platforms.

The candidate who is selected for this role will strive to empower the team in achieving a high level of quality, including continuous improvement in KPI and SLA related targets such as Time to Detect and Time to Restore.

This role will partner directly with key stakeholders, internal and external, to drive tooling and capability improvements to further push the needle in Expedia’s platform availability objectives, and act both strategically and tactically to minimize disruption from unplanned failure.

What you will do :

• Drive improvements to the global Expedia Group NOC and Incident Management teams, enabling staff to deliver high quality response capabilities that minimize unplanned disruption and achieve targeted SLAs for detection and mitigation.
• Manage and set direction for US based Reliability Operations staff, including NOC, L2 and Incident Management roles. Manage supervisor / manager levels where established in this function as well as individual contributors.
• Represent challenges to Availability and Revenue protection in a constructive and effective manner to senior leadership, highlighting areas of risk while providing potential solutions.
• Participate actively in the Problem Management process, collaborating with support teams and the SRE community.
• Partner across the organization with service owners and product teams to ensure consistency in process and response expectations with an emphasis on scale and quality.
• Communicate swiftly and effectively across the group, collaborating with other Reliability Operations geographies such as India to ensure strong team consistency.
• Strive to optimize team workflows, leveraging automation and identifying new ways to solve challenges.
• Manage performance within direct and in-direct reporting lines while enabling our staff to be wildly successful through goal setting and recognition efforts.

Who you are :

• Bachelor's degree in Computer Science, IT, or equivalent work experience.
• 7+ years' experience in assigned function, including 5+ years in a managerial role.
• Proficient understanding of standard e-commerce platform infrastructure and design, including Microsoft server products, Apache, Linux, load balancing technology, database solutions, and networking fundamentals.
• Strong understanding of monitoring and alerting platforms and methodologies with tool experience including Splunk, DataDog and CatchPoint.
• Hands-on experience with SOX / PCI standards and processes.
• Prior end-user experience with Agile / Scrum project methodologies and common software applications such as Confluence and JIRA.
• Ability to manage multiple priorities and work on multiple simultaneous activities in a fast-paced environment.
• Ability to work as a team member on the IT leadership team.
• Solid ability to empower team members and relate their function to broader business goals.
• Knowledgeable in ITIL standards, with extended focus around incident management processes.

The total cash range for this position in Chicago is $134,500 to $188,000. Employees in this role have the potential to increase their pay up to $215,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Seattle is $146,000 to $204,500. Employees in this role have the potential to increase their pay up to $233,500, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience.

Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical / dental / vision, paid time off, and an Employee Assistance Program.

To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

About Expedia Group

Expedia Group (NASDAQ : EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections.

We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This employer participates in E-Verify.

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