United States onlyThe 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-premises
- Standardize and maintain observability configurations such as dashboards, alerts thresholds
- Collaborate with members of the Service Desk, NOC, and Advanced Support Team to define and support SLAs, SLOs, KPIs
- Collaborate during customer onboarding activities to define alerting, dashboards, and monitoring baselines
- Continuously improve noise reduction, event correlation, and escalation processes to drive operational efficiency
- Participate in incident investigations by leveraging observability data to perform root cause analysis and accelerate resolution
- Design and configure automated incident resolution activities using native or third-party integrations within the observability platform
- Ensure observability solutions align with compliance, security, across customer environments
- Configure integration and optimization to ITSM platform, ServiceNow
- Assist with information gathering and reporting to either clients or Client Success Managers
- Collaborate with senior engineers to escalate issues as needed
- Develop, maintain and update technical knowledge base articles
- Client interactions will be required
- Collaborate with peers across Managed Services Practice
- After hours / weekend work may be required
- Other duties as assigned and directed
Knowledge, Skills, and Abilities
- 3-5 years of experience in IT or MSP environment with a focus on monitoring tools
- Strong 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, Go
- Knowledge of ITIL processes (incident, problem, change management) and integration with ITSM platform, ServiceNow
- Familiarity with customer reporting, SLA management, and service-level dashboards
- Strong problem-solving and troubleshooting abilities
- Excellent written and verbal communication skills
- Ability to work independently and manage multiple priorities
- Strong customer service focus and ability to work collaboratively with non-technical users
- Experience with Azure concepts, Log Analytics, Azure Monitor
- Hands-on experience with Infrastructure as Code tools like Bicep, Terraform and Ansible
- Experience navigating ticketing systems such as ServiceNow
- Experience using monitoring tools such as Logic Monitor
- Bachelor's degree or higher education diploma in Information Technology is desired
- Certifications like Azure Administrator Associate, AZ-104, ITL v4 Foundation, or any monitoring tool are highly desired
Benefits
You'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.
Notices
The 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.
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