Associate Director, Observability and Service Reliability

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of and enhance the strategy for enterprise observability and service reliability.

• Establish enterprise-wide standards for monitoring applications, infrastructure, cloud platforms, networks, endpoints, APIs, databases, middleware, and essential technology services.

• Set expectations for metrics, logs, traces, events, synthetic monitoring, real user monitoring, digital experience, service health, and visibility of business transactions.

• Detect monitoring deficiencies, redundant features, excessive alerts, and areas for enhancing visibility.

• Transition the organization towards proactive, predictive, and automated operations.

• Develop and advance the service reliability framework.

• Collaborate with technical service owners to outline monitoring requirements and measures for service reliability.

• Act as the enterprise technical authority and provide architectural advice on observability, monitoring, and service reliability.

• Create monitoring patterns, reference architectures, standards, and reusable capabilities.

• Assess emerging technologies in observability, AIOps, automation, analytics, and service reliability.

• Oversee the strategy, architecture, governance, adoption, and optimization of Dynatrace, Nexthink, and related monitoring platforms.

• Manage critical technology and vendor partnerships.

• Promote the adoption of Dynatrace across applications, infrastructure, cloud, and digital services.

• Lead the Nexthink and Digital Employee Experience strategy, focusing on proactive remediation and automation.

• Enhance event management, signal quality, event correlation, anomaly detection, automated diagnostics, and proactive remediation.

• Integrate observability platforms with ITSM, incident management, automation, collaboration, configuration, and operational data platforms.

• Establish governance for monitoring standards, tools, integrations, data quality, licensing, and adoption.

• Create executive and operational reports on service health, reliability, performance, and user experience.

• Lead and nurture professionals in observability, monitoring, reliability, and platform engineering.

• Build relationships across application, platform, infrastructure, cloud, network, cybersecurity, Digital Workplace, DevOps, SRE, Service Management, and business teams.

• Collaborate with Incident, Problem, Change, Major Incident Management, and Operational Resilience teams to enhance detection, recovery, and prevention.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.

• A minimum of 8 years of experience in observability, application performance, service reliability, infrastructure, cloud, engineering, or enterprise technology operations.

• At least 3 years of experience in a technical or people leadership role.

• Proven experience in designing and managing monitoring and observability capabilities within complex enterprise settings.

• Experience with Dynatrace and familiarity with Nexthink or similar Digital Employee Experience technologies.

• Knowledge of observability technologies, monitoring architectures, application performance management, infrastructure monitoring, event management, logging, tracing, synthetic monitoring, and user experience monitoring.

• Understanding of modern enterprise applications, cloud technologies, containers, APIs, networks, databases, infrastructure, and distributed architectures.

• Experience in defining service health, reliability measures, Service Level Indicators, Service Level Objectives, and operational performance metrics.

• Ability to influence senior technical leaders and convey complex technical concepts in terms of business risk and operational outcomes.

• Strong leadership, architectural, analytical, problem-solving, communication, and stakeholder management skills.

• Preferred: Advanced experience with Dynatrace in a large enterprise environment.

• Preferred: Experience in implementing or scaling Nexthink.

• Preferred: Familiarity with ServiceNow and enterprise event management platforms.

• Preferred: Experience in Site Reliability Engineering, DevOps, AIOps, automation, OpenTelemetry, cloud-native monitoring, and contemporary observability architectures.

• Preferred: Experience in establishing enterprise monitoring standards or observability reference architectures.

• Preferred: Background in complex, global, or highly regulated enterprise environments.

🏝️ Benefits

• Flexible and supportive work environment.

• Prioritization of employee well-being.

• A hybrid-friendly company culture.

• Be Well programs aimed at supporting financial, mental, physical, and social health.

• Personalized development objectives.

• Continuous feedback mechanisms.

• Certification opportunities with Microsoft, Google, and Amazon.

• Coaching and practical learning experiences.

• Access to cutting-edge learning opportunities.

• Tools for career advancement and in-demand skill access.