Service Automation and Observability Engineering Leader

Service Automation and Observability Engineering Leader

Overview

Candidate will have overall accountability for the design and delivery of monitoring and infrastructure automation technology across the M&T environment. This leader would own the monitoring technology and engineering team that enables the Command Center, Application Reliability Teams and other service availability areas to be up-to-date on the health of the technology environment. They would also own the Infrastructure Automation teams that own and manage the ServiceNow and the Ansible platforms. The technology area includes all data center, network and application monitoring in use across the company. Although many of these tools are already centralized, some are federated across Technology teams and there are also Shadow IT teams. This leader would manage teams of monitoring and automation engineers and have matrix management for some of the federated team members. Additional consolidation of engineering resources is likely as part of the centralization of Technology in downtown Buffalo. The candidate needs to be able to motivate and inspire cross-functional teams to provide exceptional observability and enable insights and quick technology reaction to meet the business demands and/or outages. Expert in leading monitoring tools spanning Application Performance Monitoring, End Point Monitoring, Infrastructure Monitoring, Log Analytics, Network Monitoring, as well as Capacity Modeling, Performance Testing, Infrastructure Automation, and other related disciplines.

About the role:

• This role would standardize and streamline the monitoring footprint, removing redundancy and end of life products, and lead M&T to a more efficient and effective long-term monitoring approach
• Own the development of purpose driven monitoring use cases, mapping intent to the appropriate product.
• Own the ServiceNow and Ansible platforms. Drive standards and best practices through Center or Excellence or Guild models. Extend our organizational capabilities through a federated delivery model, enabling partner teams to work within those environments.
• Develop a monitoring onboarding process for BAU application releases as well new application installations
• Partner tightly with other technology towers (Network, Cyber, etc) to insure monitoring is appropriately observed and reacted to within the 24/7 facility.
• Partner tightly with Application Reliability to ensure that Level 2 Application Support is getting the coverage that they need, and also helping to lead the way in terms of critical transaction designation and requirements gathering
• Partner tightly with the Command Center team across PCL, Millsboro and eventually in downtown Buffalo.
• This role would assist with the implementation of the Next Generation Command Center downtown and broaden the scope within the facility to focus more heavily on Business Transaction Monitoring and Business Process Health.
• Sets department direction and motivates staff to achieve direction.
• Supports the change management function as it applies to Monitoring.
• Responsible for product selection as well as design and delivery of Observability services across the organization.
• Responsible for improving our ability to showcase the Command Center as part of client due diligence, regulator visits and other similar tours.
• Increase standardization of core processes; improve processes in support of strategic imperatives and programs.
• Transform a nascent Capacity Planning team into a value-added service provider that helps insure we are aware of capacity constraints with adequate lead time to procure room for growth.

Minimum Requirements
Minimum of Associates' degree and 13 years' technology management or large program leadership experience, or in lieu of a degree, a combined minimum of 15 years' higher education and/or work experience, including a minimum of 13 years' technology management or large program leadership experience
Excellent problem-solving skills to assist in issue resolution
Excellent verbal and written communication skills
Expertise in presenting to senior management

Preferred Qualifications

• Experience with Infrastructure Automation (Ideally ServiceNow and Ansible)
• Advanced knowledge of monitoring tools.
• Experience with ITIL support process.
• Experience with tool evaluation and selection.
• Understanding of the M&T technology landscape is a plus.

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Location
Buffalo, New York, United States of America