Sr. Observability Engineer

The Senior Observability Engineer is responsible for design, administration and support of observability solutions that provide visibility into the health, performance and security of customer environments. In this role, you will work across multiple platforms and technologies, ensuring reliable monitoring, logging, and alerting services that enable proactive incident detection and resolution. Working as a part of a Managed Services team, this role collaborates with service desk staff, NOC staff, advanced support teams, and senior members to provide exceptional support for our managed client portfolio. Essential Duties Develop comprehensive solutions aligned with business objectives, considering factors like scalability, performance, security, and cost-efficiency. Design, administer and manage multi-tenant observability platforms to monitor and provide visibility into customer environments across cloud, hybrid, and on-premisesStandardize and maintain observability configurations such as dashboards, alerts thresholdsCollaborate with members of the Service Desk, NOC, and Advanced Support Team to define and support SLAs, SLOs, KPIsCollaborate during customer onboarding activities to define alerting, dashboards, and monitoring baselinesContinuously improve noise reduction, event correlation, and escalation processes to drive operational efficiencyParticipate in incident investigations by leveraging observability data to perform root cause analysis and accelerate resolutionDesign and configure automated incident resolution activities using native or third-party integrations within the observability platformEnsure observability solutions align with compliance, security, across customer environmentsConfigure integration and optimization to ITSM platform, ServiceNowAssist with information gathering and reporting to either clients or Client Success ManagersCollaborate with senior engineers to escalate issues as neededDevelop, maintain and update technical knowledge base articlesClient interactions will be requiredCollaborate with peers across Managed Services PracticeAfter hours / weekend work may be requiredOther duties as assigned and directed Knowledge, Skills, and Abilities 3-5 years of experience in IT or MSP environment with a focus on monitoring toolsStrong background in monitoring platforms, Logic Monitor or similar (SolarWinds, Science Logic, etc.)Experience using Event Management, Event Correlation and AIOps tools BigPanda or similar (Splunk, Edwin AI, etc.)Proficiency with automation and scripting, Python, Ansible, PowerShell, GoKnowledge of ITIL processes (incident, problem, change management) and integration with ITSM platform, ServiceNowFamiliarity with customer reporting, SLA management, and service-level dashboardsStrong problem-solving and troubleshooting abilitiesExcellent written and verbal communication skillsAbility to work independently and manage multiple prioritiesStrong customer service focus and ability to work collaboratively with non-technical usersExperience with Azure concepts, Log Analytics, Azure MonitorHands-on experience with Infrastructure as Code tools like Bicep, Terraform and AnsibleExperience navigating ticketing systems such as ServiceNowExperience using monitoring tools such as Logic MonitorBachelor's degree or higher education diploma in Information Technology is desiredCertifications like Azure Administrator Associate, AZ-104, ITL v4 Foundation, or any monitoring tool are highly desired Additional Information BenefitsYou'll love working at NRI not just for the usual benefits, but for our environment and culture! You'll work with a great group of people in a highly collaborative team and results oriented atmosphere. You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle. You’ll work with large, sophisticated, and progressive clients throughout North America. We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities. NoticesThe above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. NRI North America will accept applications on an ongoing basis. NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to CareersBegin@nri-na.com. Compensation In addition to base salary, this role is eligible for discretionary bonus plan based on company and individual performance. Compensation decisions are dependent on the facts and circumstances of each candidate, including experience and location. Apply to this Job