About the Role

As a pivotal member of our Customer Success team, the Senior Observability & Service Management Coach & Success Architect plays a central role in our Agile transformation. This position involves close collaboration with multi-functional squads, emphasizing not only technical prowess but also a customer-centric approach. Beyond technical contributions, this role involves building bridges with supported tribes, fostering collaboration, and collecting essential feedback from both technical teams and upper management.

Additionally, the role incorporates the responsibilities of a Success Architect, contributing to the DevOps maturity roadmap, driving architectural patterns, and advocating for the adoption of Tooling Services

What to expect:
Contributor and Coach:

• Play a multifaceted role as a contributor, designer, and coach, constantly seeking creative solutions.

• Leverage existing technical knowledge and explore new processes, products, and technologies.

• Collaborate with squads and engineers, providing technical and architectural guidance to shape the continuous Tooling portfolio evolution.

• Advise on full DevSecOps lifecycle beyond the build-phase, by extending our portfolio to monitoring, observability and service management

Success Architect Responsibilities:

• Act as a strategic advisor and partner to our engineering leadership to provide recommendations to DevOps maturity roadmap, aligning it with customer needs and industry best practices.

• Drive the definition of standard and tribe pipeline blueprints, promoting common architectural patterns for consistency and efficiency.

• Act as the voice of the customer from the product tribes to the Tooling tribe, ensuring effective communication of customer feedback and requirements.

• Grow and engage with DevOps champions, fostering a community of practice.

Customer Success Focus:

• Drive a customer-centric approach in all DevOps practices, ensuring alignment with customer success.

• Actively engage with internal customers, understanding their operational needs, and tailor DevOps solutions to drive their success.

• Champion collaboration and build trust with customers, serving as a liaison between technical teams and upper management.

• Accelerate and strive for frictionless onboarding to our internal services and seek to improve overall developer experience.

• Document, educate and evangelize the recommended use of our services for long-term success via organizing trainings, Conferences, Hackathons, … and keeping our knowledge base up to date.

Shared Contributions:

• Work with engineering teams and squads to integrate monitoring, observability and service management concepts.

• Collaborate on the design, development, and implementation of observability solutions.

• Continuously assess and improve observability practices to enhance overall system reliability and performance.

• Serve as a repository of knowledge, collecting, promoting, and coaching best practices across engineering teams and squads.

• Conduct routine demos and solution presentations to teams across various locations, accommodating flexible timing based on global time zone needs.

What will make you successful?

• At least 5 years on IT operations, with a focus on observability and service management.

• Knowledge of ITSM, ITOM, and ITAM principles.

• Experience working in Unix and/or Linux environments.

• System engineer experience is a plus.

• Maturity process assessments and/or Value Stream analysis

• 4 or 5-year university degree in computer science or related field

• Experience working in agile teams is a must.

• Agile/Scrum tooling including Jira, Confluence

• Virtualized and containerization platforms, such as VMware, Docker and OCP.

• Monitoring & Observability concepts and tooling, such as Elastic Stack, Grafana, Prometheus.

• Change, Problem, Alert, Incident, Service Management (ITSM), using ServiceNow.

              

 You may want to reach out to the recruiter for more information via LinkedIn; Victor Ooi, Senior Talent Acquisition.

              

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

              

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.