Observability Engineer

As an Observability Engineer, you will utilize your extensive Information Technology knowledge and experience to support/streamline AHEADs Managed Services platforms and services. You will work with a collaborative team ensuring development efforts are well documented and delivered with quality along with maintaining the tooling architecture at the platform level. You will work with customer service owners, process owners and various service delivery groups and participate in meetings in a professional and courteous manner. The Observability Engineer is highly skilled on various platforms with strong experience supporting and maintaining integrations with external third-party tools.

The Observability Engineer is a key role in the Managed Services team. The ideal candidate will have the knowledge and experience to work with a variety of technologies in diverse environments. This position will be focused on automating operational tasks, as well as maintaining and expanding our existing operational tool set, with a goal of driving efficiencies across the Managed Services team.

Responsibilities

• Should have experience with Logic Monitor or Elastic.
• Configure and tune monitoring tools to allow Managed Services to proactively manage customer environments
• Document processes and standard operating procedures across the managed services team
• Support P1 Platform outages, as needed
• Provide third-level support and troubleshooting assistance
• Automate processes and standard operating procedures across the managed services team. These processes could involve working with a variety of technology stacks.
• Engage effectively with customers, vendors, and other team members
• Obtain and/or maintain technical skills required to meet the obligations of our customers
• Document operational processes / procedures to optimize support and management of systems
• Be proactive in spotting and fixing potential problems
• Provide emergency after-hours support as part of a scheduled on-call rotation
• Provide periodic after-hours support for scheduled maintenance activities

Expectations

• Recognized subject matter expert in professional discipline
• Contribute to development of innovative and high impact solutions for complex challenges
• Provide measurable input into new products, processes, standards, and / or plans
• Demonstrate deep expertise across multiple automation/tooling technologies
• Able to support the deployment of moderately complex solutions
• Communicate with internal customers and relevant stakeholders
• Provide measurable input into new products, processes, standards, and / or plans

Required Skills & Expertise

• BS/BA Degree in Computer Science or equivalent industry experience
• Recognized subject matter expert in professional discipline
• 3+ years administrating an enterprise environment with 24x7x365 uptime requirements
• Demonstrated experience with monitoring and event management technologies
• Scripting and automation skills with PowerShell Perl or Python
• Experience interacting with SOAP and Rest APIs
• Excellent oral and written communication skills
• Experience with Logic Monitor Platform
• Experience with Elastic Observability Platform

Desired Skills & Experience

• Experience with ServiceNow
• Industry technical certifications such as MCSA, MCSE, ITIL, CCNA, NPP etc.
• Experience working in a Managed Services organization
• Experience working for a SaaS provider or MSP
• Multiple certifications in LogicMonitor: LMCA, LMCP, LMCI, & LMCD
• Elastic certified Engineer, Observability Engineer, or Analyst