Job Description
Team Management
Team Oversight: Lead and mentor engineers located across two countries, fostering a culture of high performance and continuous learning.
Resource Planning: Manage capacity, project timelines, and task distribution to ensure delivery excellence.
Performance Management: Conduct regular 1-on-1s, provide constructive feedback, and support career development paths for team members.
Global Collaboration: Facilitate seamless communication between the two regions, ensuring alignment on goals and standard operating procedures.
Technical Strategy & Operations
Tooling Excellence: Act as the Subject Matter Expert (SME) for our core stack, including Dynatrace, Splunk, and ServiceNow.
DevOps Integration: Drive the adoption of Infrastructure as Code (IaC) and automation within the tooling space to reduce manual overhead.
Platform Stability: Ensure the health, security, and scalability of monitoring and management platforms.
Incident & Problem Management: Provide Tier 3 support for complex tooling issues and participate in root cause analysis (RCA).
Technical Requirements
Operating Systems: Advanced proficiency in Linux administration.
Monitoring & Observability: Expert-level knowledge of Dynatrace (APM, Infrastructure monitoring) and Splunk (log management, dashboarding, and alerting).
ITSM Tools: Hands-on experience with ServiceNow (integrations, CMDB, or workflow automation).
DevOps Skills: Solid understanding of CI/CD pipelines, scripting (Python/Bash), and automation tools (Ansible/Terraform).
Managed Services: (Preferred) Previous experience working within an IT Managed Service (MSP) environment, understanding the nuances of SLAs and multi-tenant support.
Core Competencies
Communication: Excellent verbal and written English skills are mandatory.
Strategic Planning: Ability to look beyond daily tasks to define a long-term roadmap for the Tooling department.
Conflict Resolution: Experience managing remote teams and navigating cultural nuances in a multi-country setup.
Adaptability: Comfortable working in a fast-paced environment with evolving priorities.
Qualifications
Bachelor's degree in computer science, Information Technology, or a related field.
5+ years of technical experience in Tooling, Monitoring, or System Administration.
2+ years of experience in leadership or senior role overseeing engineering talent.
