Infrastructure & Enterprise Engineer I (NOC Tier 1, J Level)

This position participates as a key member of Site Reliability Operations (NOC) who is responsible for 24x7x365 monitoring & operational support of the Expedia Group eCommerce sites and overall Infrastructure which includes Application/Tools and troubleshooting of these services and servers. The engineer must possess demonstrated work experience in a production, mission-critical, revenue-dependent, 24x7x365 infrastructure, Corporate, eCommerce and Network services.

The engineer will be accountable for following processes, procedures, and documentation specific to triage and troubleshooting production environments. The engineer will also create and modify processes and procedures as part of continuous improvement initiatives.

Responsibilities:

Incident Support:

• Respond as a first level of defense to production availability by handling a wide variety of system alerts, and resolve/escalate these by following defined process.
• Troubleshoot and investigate live site and application issues using different investigative and logging tools such as Splunk.
• Perform first touch resolution for system issues where documentation / process exists and escalate to second level support as necessary.
• Support the Major Incident process by helping engage support teams, scribe outage milestones, and provide auxiliary metrics during an Incident.
• Quickly and effectively learns new technologies/processes to rapidly identify potential solutions to resolve and prevent future service interruptions.
• Support the production environment through proactive monitoring, identifying anomalies or abnormal trends, and collaborating with development and engineering teams to resolve issues.

Process Reengineering:

• Coordinate NOC onboarding activities with internal teams and provide technical support and advice on procedures.
• Collect feedback from incident managers on existing monitoring instrumentation and feeding it back to the onboarding process improvements.

Qualifications:

• Experience working in high pressure, dynamic, 24x7x365 environments

• Knowledge and demonstrated usage of event aggregation tools such as BigPanda, Netcool or OpenView is a strong plus

• Possess a good understanding of ITSM framework especially around Service Operations and incident management
• Foundational knowledge of AWS or Cloud based technology including console usage
• Understanding of traffic engineering concepts including tools like Akamai and Storefront etc.
• Strong interpersonal and customer service skills

• Application Support and Deployment experience.
• Critical thinking during onboarding activities and ability to analyze requirements and make incident management recommendations.
• Represent NOC in conversations related to NOC Onboarding process and requirements.

Work Experience and Education Guidelines:

• 3+ years’ experience in various required disciplines
• Bachelor’s degree in Computer Science, IT, or equivalent demonstrated IT work experience with an emphasis towards production support of high-capacity mission critical eCommerce systems.

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 Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

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