Senior Observability Analyst

Description

• Own the resolution of complex incidents, acting as the escalation point for the team and performing advanced root cause analysis.
• 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.
• Drive cross-functional collaboration with Network, Cloud, and Application Engineering teams to enhance observability coverage and implement best practices.
• Conduct deep-dive analysis of performance metrics and logs to identify recurring issues and systemic trends.
• 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.
• Lead problem management efforts, partnering with technical SMEs and stakeholders to drive permanent improvements and prevent future incidents.
• Establish and enforce proactive notification and communication protocols to stakeholders for all critical service degradations, integration failures, and process errors.
• Serve as a subject matter expert for observability of our enterprise SaaS applications (Workday, Salesforce, NetSuite).
• Manage relationships with external vendor support teams, leading the communication and escalation of complex issues to ensure rapid resolution.
• Lead the development and maintenance of monitoring dashboards, alerts, and KPI/SLI reporting for network devices, cloud services, and critical infrastructure components.

Requirements

• 8+ years of hands-on experience in an Observability or Monitoring role, with significant experience in a senior or lead capacity.
• 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.
• Exceptional analytical and troubleshooting skills with a demonstrated ability to solve complex, high-impact problems.
• Expert-level familiarity with observability for enterprise SaaS platforms like Workday, Salesforce, and NetSuite.
• Proven experience leading incident, change, and problem management processes within an ITIL/ITSM framework.
• Excellent written and verbal communication skills, with the ability to present technical information clearly to both technical and non-technical audiences.
• Advanced understanding of networking concepts, cloud services (AWS, Azure, GCP), and containerization (Kubernetes, Docker).
• 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.
• Proven experience in an IT Support, Helpdesk, or NOC environment, including leading or mentoring a team.
• Strong customer service orientation and a commitment to operational excellence.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance