Manager Enterprise Monitoring and Observability

SUMMARY:

POSITION INFO:
You will engage with the following stakeholders:

• Executive Management Internal and External
• Command Center Management
• Incident and Problem Management
• Change Management
• Product Management and respective heads
• Technical Heads, Technical resources
• All clients and key supporting vendors
• Relevant regulatory bodies (SARB, PASA)

• Manage, lead, and set priorities for the Monitoring and Observability team specifically focused on monitoring and observability, proactive solutions, alerting, automation, and site reliability/resilience.
• Coach, train and develop direct reports (includes appraising job performance and conducting performance reviews)
• Lead a team to develop enterprise logging, metrics, and traces for business-critical systems as well as dashboards (visibility) for different levels of support.
• Work with infrastructure, product, and support teams to define tools and strategy to ensure full observability, alerting, and proactive monitoring of business-critical systems.
• Integrate full observability and proactive monitoring practice within Systems Operations and Management to ensure tracking and timely communication of events, outages, and issues.
• Collaborate with Business and IT stakeholders to define thresholds, SLAs, and runbooks and help proactively identify issues and drive down reoccurring incidents.
• Lead oversight of third-party vendors’ work to ensure vendors fulfil contractual commitments and statements of work (SOW)
• Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system and process efficiencies for the Command Centre.
• Serve as a subject matter expert and maintain knowledge of current industry trends and developing or related technologies.
• Ensure all activities are in compliance with rules, regulations, policies, procedures, and service resilience.
• Serve as a Service Experience Owner for Monitoring and Observability platforms.
• Serve as Project Leader to Plan, Organize, Lead and Control projects and initiatives for Enterprise Monitoring and Observability
• Own Product lifecycle management, renewal, support contracts, vendor negotiations and product strategy
• Own the Process management and Documentation for all aspects of the Service, ie. Enterprise Monitoring and Observability
• Drive and own the modernization of reporting and digital customer experience channels to continuously improve the customer satisfaction index.
• Develop and adopt into the organization the strategic roadmap for Enterprise Monitoring and Observability with Senior Stakeholders
• Own the transition and transformation of the service to all business departments.
• Own for transformation initiative focusing on Machine Learning and Artificial Intelligence.
• Responsible for the training and mentoring of Command Center and Operations Teams on existing and new developments within the Service Scope.

• Bachelor’s degree or associate degree required; field of study in technology required
• Minimum five years’ experience in technology or related fields required.
• Minimum three years’ experience managing people preferred.
• Minimum AWS Solution Architect Associate preferred.
• Minimum Site Reliability Engineer Foundation preferred.
• Minimum AWS Certified DevOps Engineer desired.
• Intermediate knowledge of ITSM/ITIL/ITOM, Devops, DevSecOps, Automation and Reporting
• Intermediate knowledge of Observability and Monitoring Tools Grafana Enterprise, Dynatrace, Datadog, NewRelic, Opsgenie, or similar and AWS CloudWatch, Network and Server Monitoring Tools,
• Intermediate knowledge of AWS Cloud Technologies, Azure Cloud and Microsoft365
• Working knowledge of service-oriented architecture (SOA), microservices, and/or API network design paradigm
• Working knowledge of network protocols/technology, databases, and application servers and their roles in service delivery
• Experience using cloud native technologies (Kubernetes, Terraform, OpenTelemetry, eBPF, GitHub) in a production environment.

• 5 to 8 years of experience with development teams and systems owners.
• Required Experience with enterprise environments and critical-mission platforms both on premises and cloud.
• Experience with financial services hosting providers or payment services providers.
• Management of technical teams
• Performance reporting and Intelligent trend analysis
• Skilled in negotiating with internal and external stakeholders or business partners.

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