Sr Associate Observability Operations

Sr Associate IS Engineer – Observability Operations

What you will do

Let’s do this. Let’s change the world.

In this vital role, you will operate and improve global observability services that help teams detect, understand, and resolve application and infrastructure issues before they affect business operations or patients.

You will:
• Operate and support enterprise monitoring and observability services, including Dynatrace, alerting integrations, ServiceNow, and on-call notification processes.
• Build and maintain monitoring for applications, infrastructure, databases, APIs, certificates, containers, cloud services, and synthetic user journeys.
• Configure and improve Dynatrace capabilities including OneAgent, ActiveGate, management zones, tags, dashboards, logs, alert profiles, workflows, and service ownership.  Have good knowledge and relevant working experience on DQL (Dynatrace Query Language), Problem Alerting Profiles, Configuring Management Zones, Gen3 Dashboard features .
• Proactively investigate alerts, performance degradation, missing telemetry, and recurring incidents; provide clear evidence to support incident, problem, and root-cause analysis.
• Improve monitoring quality by reducing alert noise, tuning thresholds, validating notification routing, and ensuring alerts reach the correct support teams.
• Support the lifecycle of OneAgent and ActiveGate upgrades, including readiness checks, maintenance coordination, exception tracking, validation, and stakeholder communication.
• Onboard new applications and services into observability standards, including monitoring design, access requirements, CMDB alignment, documentation, and owner sign-off.
• Develop and support automation for monitoring operations, including API-based workflows, ServiceNow integration, n8n, Ansible, and repeatable remediation activities.
• Maintain accurate runbooks, monitoring configurations, operational procedures, shift handovers, and change evidence.
• Work with application owners, infrastructure teams, database teams, cloud teams, vendors, and service-management partners to resolve risks and improve service reliability.
• Follow established change, access, and production-governance processes. No production monitoring change should be made without the required approval and supporting record.

What success looks like

You will help the team deliver measurable improvements in:
• Monitoring coverage and Critical Systems validation completion.
• Quality and timeliness of alert detection, routing, and resolution.
• Reduction of repeat incidents and unnecessary alerts.
• OneAgent and ActiveGate lifecycle compliance.
• Faster, well-governed onboarding of applications and infrastructure.
• Reliable automation outcomes and reduction of manual operational effort.
• Complete, current documentation and clear operational ownership.

What we expect of you

The ideal candidate has practical experience in enterprise monitoring and observability operations, strong troubleshooting ability, and a disciplined approach to safe change and customer-focused support. The candidate should be comfortable working across global teams and translating technical findings into clear, actionable updates for both engineers and service owners.

Basic qualifications
• Bachelor’s degree and 5 to 9 years of relevant experience; or

Must-have skills and knowledge
• Experience with Dynatrace, or a comparable enterprise monitoring and observability platform.
• Experience monitoring Windows and Linux infrastructure, applications, databases, services, and network-dependent workloads.
• Understanding of observability fundamentals: metrics, logs, traces, events, alerting, dashboards, and service ownership.
• Experience with incident, problem, and change-management practices using ServiceNow or a similar ITSM platform.
• Strong troubleshooting and analytical skills, including alert investigation, evidence gathering, and root-cause support.
• Ability to configure or support monitoring integrations, notification workflows, and escalation paths.
• Basic scripting or automation skills using Python, PowerShell, Bash, Ansible, or APIs.
• Understanding of OneAgent/monitoring-agent lifecycle, platform patching, and validation practices.
• Familiarity with containers and Kubernetes concepts.
• Ability to create clear technical documentation, runbooks, shift handovers, and stakeholder updates.
• Strong written and verbal communication skills and the ability to work effectively in a global support environment.

Good-to-have skills and knowledge
• Experience with AWS, Azure, cloud-native services, and cloud monitoring.
• Experience with n8n, GitLab, REST APIs, workflow automation, or self-healing use cases.
• Knowledge of Terraform, infrastructure-as-code, or configuration-management practices.
• Experience with Synthetic monitoring, Real User Monitoring, certificate monitoring, and API health monitoring.
• Exposure to VMware, Citrix, SQL Server, Oracle, PI Historian, HPC, or other specialised infrastructure platforms.
• Familiarity with OpenTelemetry, SLOs/SLIs, capacity analysis, and observability maturity practices.
• Exposure to Dynatrace Davis AI, Dynatrace Assist, predictive alerting, or AI-assisted incident analysis.
• Relevant certifications in Dynatrace, ITIL, cloud fundamentals, Linux, Microsoft, or automation technologies.

Professional skills
• Takes ownership and follows through on operational commitments.
• Communicates risks, dependencies, and decisions early and clearly.
• Balances urgency with change-control discipline.
• Works well with application owners, infrastructure teams, vendors, and leadership.
• Learns quickly and contributes to continuous improvement.
• Maintains a patient-focused, service-oriented mindset in a fast-paced environment.