Manager – Monitoring Operations

Manager – Monitoring Operations

Requirements

• 6 – 8 total years of engineering experience
• Up to three years’ experience of progressive responsibility as an engineer on development teams directly responsible for building and delivering software intensive systems
• BS degree in a computer related field
• Excellent communications
• Hands-on experience with at least four of the following tools/technologies: OpenTelemetry, Elastic, Grafana, OpsRamp, BigPanda, AppDynamics, PowerShell, and Python scripting
• Strong understanding of instrumenting and configuring monitoring dashboards and alerts
• Strong aptitude for problem-solving, system analysis, and troubleshooting, especially in complex environments
• Proven ability to manage multiple competing priorities, structure work effectively, and communicate progress through visual metrics and reports
• Ability to work cross-functionally with teams across different departments
• Demonstrated success in building and maintaining positive customer and team member relationships
• Proven ability to lead and drive change within an organization

Responsibilities

• Lead and manage a team of 10-15 monitoring personnel, including full-time employees and contractors
• Foster team development by mentoring staff on skills and professional growth, creating opportunities for learning and applying new knowledge
• Recognize and celebrate team members who consistently deliver value
• Hire and onboard personnel to fill important roles, ensuring 24×7 coverage across shifts
• Create and maintain metrics to monitor team performance, providing regular trending data to reflect team efficiency and impact
• Oversee the team’s 24×7 monitoring efforts, including reviewing monitoring dashboards, responding to alerts, and addressing potential issues before they impact business operations
• Correlate alerts and create tickets to ensure follow-up actions are taken on issues that could cause significant impact
• Partner with cross-functional teams to reduce alert noise, improve alert content, and refine alert thresholds
• Work closely with application development teams to understand their services and features, identifying areas for monitoring improvement
• Document monitoring and alerting requirements and share them with the Tools & Engineering team for instrumentation
• Assist with the configuration of dashboards, alerts, and other monitoring tools to ensure efficient system performance
• Accurately report monitoring status and issues to senior management, ensuring transparency and timely escalation of critical problems
• Establish and maintain a Level 1 support function, ensuring the effective triage and escalation of incidents and anomalies
• Work with the Helpdesk team to intake tickets that do not have a designated Technology owner and ensure proper ticket assignment
• Escalate tickets that require urgency and coordinate with Level 2 and Level 3 support teams to develop effective engagement procedures during active incidents
• Track and report on the performance of the Level 1 support function, using metrics and trending data to assess success and identify areas for improvement

Preferred Qualifications

• IT certifications such as CompTIA A+, Network+, AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, or similar certifications are a plus
• Experience with cloud platforms and services, particularly AWS and Azure
• Familiarity with Data Center Operations and batch processing