Enterprise Monitoring and Observability Manager

2 months ago

Johannesburg, Gauteng, South Africa PartnerUp (Pty) Ltd Full time
About the Role

We are seeking a highly skilled and experienced Enterprise Monitoring and Observability Manager to join our team at PartnerUp (Pty) Ltd. As a key member of our Systems Operations and Management team, you will be responsible for leading the Monitoring and Observability practice and capability across the Bank enterprise.

Key Responsibilities
  • Lead the Monitoring and Observability Team: 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 and Develop Direct Reports: Coach, train, and develop direct reports, including appraising job performance and conducting performance reviews.
  • Develop Enterprise Logging and Metrics: Lead a team to develop enterprise logging, metrics, and traces for business-critical systems, as well as dashboards for different levels of support.
  • Define Tools and Strategy: 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 Observability Practice: 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 Stakeholders: Collaborate with Business and IT stakeholders to define thresholds, SLAs, and runbooks and help proactively identify issues and drive down reoccurring incidents.
  • Oversee Third-Party Vendors: Lead oversight of third-party vendors' work to ensure vendors fulfill contractual commitments and statements of work (SOW).
  • Monitor Events and Identify Automation Opportunities: 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.
  • Stay Up-to-Date with Industry Trends: Serve as a subject matter expert and maintain knowledge of current industry trends and developing or related technologies.
  • Ensure Compliance: Ensure all activities are in compliance with rules, regulations, policies, procedures, and service resilience.
  • Service Experience Ownership: Serve as a Service Experience Owner for Monitoring and Observability platforms.
  • Project Leadership: Serve as Project Leader to Plan, Organize, Lead, and Control projects and initiatives for Enterprise Monitoring and Observability.
  • Product Lifecycle Management: Own Product lifecycle management, renewal, support contracts, vendor negotiations, and product strategy.
  • Process Management: Own the Process management and Documentation for all aspects of the Service, ie. Enterprise Monitoring and Observability.
  • Modernization of Reporting and Digital Customer Experience: Drive and own the modernization of reporting and digital customer experience channels to continuously improve the customer satisfaction index.
  • Strategic Roadmap Development: Develop and adopt into the organization the strategic roadmap for Enterprise Monitoring and Observability with Senior Stakeholders.
  • Service Transition and Transformation: Own the transition and transformation of the service to all business departments.
  • Machine Learning and Artificial Intelligence: Own for transformation initiative focusing on Machine Learning and Artificial Intelligence.
  • Training and Mentoring: Responsible for the training and mentoring of Command Center and Operations Teams on existing and new developments within the Service Scope.
Qualifications and Experience
  • Bachelor's Degree or Associate Degree: Bachelor's degree or associate degree required; field of study in technology required.
  • Minimum 5 Years' Experience: Minimum five years' experience in technology or related fields required.
  • Management Experience: Minimum three years' experience managing people preferred.
  • Certifications: Minimum AWS Solution Architect Associate preferred, Minimum Site Reliability Engineer Foundation preferred, Minimum AWS Certified DevOps Engineer desired.
  • Knowledge and Skills: 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.
  • Experience with Enterprise Environments: 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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