Senior Software Engineer II - Production Support [T500-21634]

About Marrio

Marriott Tech Accelerator is part of Marriott International, a global leader in hospitality. Marriott International, Inc. is a leading American multinational company that operates a vast array of lodging brands, including hotels and residential properties. It consists of over 30 well-known brands and nearly 8,900 properties situated in 141 countries and territories.

Role Title : Production Support Engineer – Mobile (iOS)

Position Summary :

Reports to the Mobile Production Support Manager and operates as a key member of the Mobile Engineering team for Marriott Bonvoy apps. Responsible for ensuring the stability, performance, and reliability of iOS mobile applications in production. This hands-on role requires deep technical expertise in iOS development and strong problem-solving skills to diagnose and resolve complex issues across the mobile stack and integrated backend systems. Collaborates closely with mobile engineers, centralized support teams, and platform teams to investigate, troubleshoot, and resolve production issues. Responsibilities span monitoring, analysis, debugging, and implementing fixes to maintain a seamless experience for millions of users worldwide.

Job Responsibilities :

TECHNICAL LEADERSHIP

IT GOVERNANCE

SERVICE PROVIDER MANAGEMENT

MANAGEMENT COMPETENCIES

Skills and Experience :

• Investigate and resolve production issues impacting iOS applications, including app crashes, performance degradation, and API / GraphQL failures.
• Use Xcode, debugging tools, and performance monitoring platforms (Embrace, Dynatrace, Firebase, New Relic, Instabug) to analyze logs, run traces, and identify root causes.
• Monitor and interpret app performance metrics, backend API performance reports, and error trends to proactively detect issues.
• Collaborate with centralized support teams and backend service owners to validate fixes and ensure end-to-end system health.
• Perform deep-dive analysis across mobile code, API integrations, and GraphQL queries to isolate and resolve defects.
• Recommend and implement code fixes or optimizations for recurring issues.
• Document findings, create knowledge base articles, and share best practices for incident prevention.
• Write and submit code fixes for small to medium bugs
• Participate in on-call rotations and adhere to ITIL-based incident, problem, and change management processes.
• Use ticketing systems (ServiceNow, Jira) to manage incidents and track resolution progress.
• Contribute to continuous improvement of monitoring, alerting, and troubleshooting workflows.
• Adhere to ITIL-based incident, problem, and change management processes.
• Use enterprise ticketing systems (ServiceNow, Jira) for incident management.
• Contribute to process improvements in monitoring, alerting, and troubleshooting workflows.
• Collaborate with centralized support teams and backend service owners to validate fixes and ensure system health.
• Participate in on-call rotations and manage incidents through ticketing systems.
• Document findings and share best practices for incident prevention.
• Communication : Articulates findings and recommendations to technical and non-technical stakeholders.
• Problem Solving and Decision Making : Strong analytical and problem-solving skills with a passion for root cause analysis and continuous improvement.
• Professional Demeanor : Ability to work in a fast-paced Agile environment and collaborate across multiple teams.
• Strategy Development : Contributes to continuous improvement of monitoring, alerting, and troubleshooting workflows.
• 4+ years hands-on experience in iOS development and production support roles.
• Strong proficiency in Swift, Xcode, iOS debugging tools, and understanding of app architectures.
• Hands-on experience with app performance monitoring tools (Embrace, Dynatrace, Firebase Performance, New Relic, Instabug).
• Familiarity with backend API and / or GraphQL troubleshooting, including analyzing network calls and response payloads.
• Experience with code repositories and CI / CD tools such as Git, GitHub (or Bitbucket), and Jenkins.
• Solid understanding of ITIL processes and experience with enterprise ticketing systems (ServiceNow, Jira).
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced Agile environment and collaborate across multiple teams.
• Strong communication skills to articulate findings and recommendations to technical and non-technical stakeholders.
• Exposure to cloud environments and distributed systems troubleshooting.
• Familiarity with SAFe Agile methodology and enterprise-scale mobile app delivery.
• Some familiarity with the other platform (Android)

Education and Certifications : Undergraduate degree or equivalent experience / certification.

Work Location : Hyderabad, India.

Work Mode : Hybrid.

Marriott’s core values :

At Marriott, our make us who we are. We believe that success is never final. As we change and grow, the beliefs that are most important to us stay the same—putting people first, pursuing excellence, embracing change, acting with integrity, and serving our world. Being part of Marriott Tech Accelerator means being part of a proud history and a thriving culture.