Senior Observability Analyst

Overview

Lead observability strategy, monitoring, and incident management for Procore.

Key Responsibilities

• monitoring dashboards
• observability coverage
• problem management
• incident resolution
• log analysis
• vendor management

Tasks

-Establish and enforce proactive notification and communication protocols to stakeholders for all critical service degradations, integration failures, and process errors. -Drive cross-functional collaboration with Network, Cloud, and Application Engineering teams to enhance observability coverage and implement best practices. -Lead problem management efforts, partnering with technical SMEs and stakeholders to drive permanent improvements and prevent future incidents. -Lead the development and maintenance of monitoring dashboards, alerts, and KPI/SLI reporting for network devices, cloud services, and critical infrastructure components. -Develop and refine comprehensive dashboards that track key business performance indicators, such as login times, page load speeds, and API latency, providing strategic insights to senior leadership. -Manage relationships with external vendor support teams, leading the communication and escalation of complex issues to ensure rapid resolution. -Conduct deep-dive analysis of performance metrics and logs to identify recurring issues and systemic trends. -Take ownership of the team's knowledge base, creating and maintaining high-quality runbooks, SOPs, and documentation to support operational maturity and enable junior team members. -Serve as a subject matter expert for observability of our enterprise SaaS applications (Workday, Salesforce, NetSuite). -Own the resolution of complex incidents, acting as the escalation point for the team and performing advanced root cause analysis.

Requirements

• itil
• aws
• kubernetes
• prometheus
• 8+ years
• team lead

What You Bring

-The ability to lead and mentor junior team members, fostering a culture of continuous learning and accountability. -Work Environment: Willingness to work in a 24x5 support environment. -Exceptional analytical and troubleshooting skills with a demonstrated ability to solve complex, high-impact problems. -Proven experience leading incident, change, and problem management processes within an ITIL/ITSM framework. -Advanced understanding of networking concepts, cloud services (AWS, Azure, GCP), and containerization (Kubernetes, Docker). -Expert-level familiarity with observability for enterprise SaaS platforms like Workday, Salesforce, and NetSuite. -Excellent written and verbal communication skills, with the ability to present technical information clearly to both technical and non-technical audiences. -Deep, hands-on experience with monitoring tools like Prometheus, Grafana, Datadog, New Relic, or Dynatrace, including a strong understanding of tool administration and data pipeline optimization. -8+ years of hands-on experience in an Observability or Monitoring role, with significant experience in a senior or lead capacity. -Strong customer service orientation and a commitment to operational excellence. -Proven experience in an IT Support, Helpdesk, or NOC environment, including leading or mentoring a team.

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About Procore Technologies

-The company developed a cloud-based software platform designed to streamline collaboration between stakeholders in the construction industry. -Procore’s platform includes tools for project planning, financial management, quality and safety, and field communication. -The platform’s real-time data updates and mobile accessibility are essential for keeping projects on track, improving efficiency, and reducing costs. -Notable clients include large construction firms and contractors that manage complex and multi-million dollar projects. -Procore continues to innovate in the construction tech space, regularly releasing new features and integrations to enhance project management and workflows.

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