OBSERVABILITY MANAGER (SERVICE MANAGER)
Core
Lead end-to-end delivery of a critical observability service (network, device, and platform monitoring) ensuring SLA compliance and driving continuous improvement.
Role type
Senior Service Manager (IT Operations/Observability)
Builds
Global observability service delivery for enterprise clients
Domain
IT Operations / Network Monitoring / Managed Services
Required skills
SLA and KPI management, Incident prioritization and mass alarm handling, Team and shift management, Client governance and reporting, Service transition and knowledge transfer, Continuous improvement (threshold tuning, automation), Data analysis, Leadership
Preferred skills
ITIL 4 certification, Nexthink platform expertise, SD-WAN and Wi-Fi monitoring knowledge, ServiceNow proficiency
Technologies
Nexthink, ServiceNow, SD-WAN, Wi-Fi, Routers
Responsibilities
Oversee global service supervision and team coordination, Prioritize incidents and manage escalations, Track SLAs and KPIs (MTTD, MTTR), Review and present daily/weekly reports to clients, Coordinate with L2/L3 teams and providers, Validate continuous improvement actions, Lead service transitions, Manage staffing and coverage, Govern SLA compliance
Seniority
Senior, hands-on IC with team leadership
