Your role and responsibilities

The Senior Application Performance Monitoring (APM) Specialist is a key player in maintaining the health and efficiency of software applications within an organization. This role is critical for ensuring that applications run smoothly, reliably, and at optimal performance levels. We are seeking an innovative and proactive APM Specialist who thrives on challenges, including designing and building custom integrations and workflows to enhance monitoring and incident management. The ideal candidate is detail-oriented, adaptable, and capable of excelling in a fast-paced, dynamic environment. Strong soft skills such as teamwork, collaboration, and a customer-focused mindset are essential to succeed in this role.

The work model for the role is: #LI_ hybrid/remote

This role is contributing to the Information Services (IS) Core function Globally.

You will be mainly accountable for:

• Proactively supporting the installation, management, maintenance, and optimization of the service for their own area of responsibility and cross-functional processes related to IS services.
• Reviewing requirements and specifications and identifies those that require action within their scope of responsibility.
• Installing and testing new versions and investigating and coordinating the resolution of potential and actual service problems.
• Preparing and maintaining operational documentation for the system services and advising on the correct and effective use of the services.
• Diagnosing faults and records and reporting on results of tests.
• Working closely with suppliers responsible for specific service and validating their performance in accordance with contract terms.
• Engaging proactively with suppliers to resolve incidents, problems, or unsatisfactory performance and implementing supplier management related service improvement initiatives and programs.
• Monitoring and reporting on supplier performance and customer satisfaction.

Qualifications for the role:

• 8+ years of relevant experience in monitoring services.
• Bachelor's degree in computer science, Engineering; or related work experience.
• Certification or knowledge in any platforms: Elastic, Dynatrace, Grafana, Azure Monitor, AWS CloudWatch, Google Cloud Operations Suite (formerly Stack driver).
• Any certification in Programming Languages, Cloud Platforms, Infrastructure, Networking, Systems Engineering would be a plus.
• Experience in implementing and managing Event Management Systems (AIOps) such as Moogsoft, Big Panda, or ITOM to streamline incident management and automation will be preferred.