APM & Observability Specialist

Key Responsibilities

Monitoring & Observability Management

• Ensure critical business transactions, application components, infrastructure dependencies, and service health parameters are effectively configured and monitored.
• Continuously assess monitoring coverage, optimize thresholds, reduce alert noise, and improve incident detection capabilities.
• Identify recurring issues and implement preventive monitoring improvements.

Incident Management & Service Restoration

• Act as the technical lead for application performance incidents and service disruptions.
• Drive troubleshooting and war-room calls with application, infrastructure, database, network, and vendor teams.
• Utilize observability tools to identify performance bottlenecks, support service restoration, and meet SLA commitments.

Root Cause Analysis & Continuous Improvement

• Lead post-incident RCA activities and coordinate with relevant teams to identify root causes and corrective actions.
• Document lessons learned, preventive measures, and operational recommendations.
• Drive implementation of monitoring enhancements, automation opportunities, and best practices across applications to prevent recurrence.
• Manage and track Continuous Improvement Plans (CIPs) and action items through closure.

Client Engagement & Operational Governance

• Conduct regular service review meetings with clients and stakeholders.
• Present performance trends, incident summaries, monitoring effectiveness, and improvement recommendations.
• Demonstrate value through proactive detection, incident prevention, and operational improvements.
• Maintain accurate records of alerts, incidents, RCA reports, service requests, tasks, dashboards, runbooks, and related operational documentation.
• Ensure compliance with Incident, Problem, Change Management, and SLA/OLA processes.

Required Skills & Qualifications

Technical Skills

• 36 years of experience in Application Performance Monitoring (APM), Observability, Application Support, or Performance Engineering.
• Hands-on experience with Dynatrace / AppDynamics / Datadog or similar enterprise monitoring platforms.
• Strong understanding of:
• Metrics, Logs, Traces, and Distributed Tracing
• Application Performance Analysis
• Thread Dumps, Heap Dumps, and Log Analytics
• Java, .NET, Microservices, Web Servers, and Databases
• Experience with APM agent deployment, configuration, dashboard creation, and threshold management.
• Basic scripting knowledge (Shell/Python) preferred.

Analytical & Communication Skills

• Strong troubleshooting, analytical, and problem-solving skills.
• Experience creating client-ready reports, trend analyses, and service improvement plans.
• Ability to communicate technical insights effectively to both technical and business stakeholders.
• Strong stakeholder management and client engagement capabilities.

Process & Operational Knowledge

• Working knowledge of Incident, Problem, and Change Management processes (ITIL preferred).
• Experience working in SLA-driven production support environments.
• Familiarity with operational governance, documentation, and audit requirements.