LogicMonitor Subject Matter Expert

JOB DESCRIPTION

LogicMonitor Subject Matter Expert

Duration- 12 Months(Renewable)

Timings- 06:30 AM- 04:00 PM IST

Location: India

Role Type: Contract

Reporting To: Managed Services Operations Manager

Support Level: LogicMonitor platform SME and L3 escalation

Primary Focus: BAU platform support, operational governance and approved engineering changes

Role Purpose

The LogicMonitor Subject Matter Expert is responsible for the administration, resilience, optimization and operational governance of the LogicMonitor monitoring platform. The role provides deep technical expertise for collector operations, device onboarding, monitoring coverage, alert quality, dashboards, access controls, approved custom DataSources and integrations, while acting as the L3 escalation point for complex platform issues.

Required Skills

• LogicMonitor Platform Administration: Advanced experience administering LogicMonitor collectors, Auto-Balanced Collector Groups, resources, groups, properties, DataSources, alert rules, escalation chains, Scheduled Downtime, dashboards, reports, LM Logs and flow monitoring.
• DataSource Development and Scripting: Hands-on experience developing and supporting custom DataSources using Groovy, PowerShell, REST APIs, SSH, SNMPv3, WMI and JDBC collection methods.
• Platform Integration: Experience implementing and supporting LogicMonitor integrations with ServiceNow Event and Incident Management, CMDB, Microsoft Entra ID, Active Directory, SAML SSO, CyberArk, Azure, SMTP and other approved enterprise platforms.
• Collector and Platform Engineering: Ability to plan and execute collector upgrades, platform updates, capacity changes, collector recovery and approved changes to flow-listener or failover configurations.
• Dashboards and Reporting: Experience designing and maintaining operational and management dashboards, standard and API-based reports, monitoring health scorecards, and cross-system KPI and SLA reporting.
• LM Logs and Data Management: Knowledge of LM Logs configuration, LogSources, parsing rules, alerting, masking, partitions, retention controls, subscription considerations and long-term data-export integration.
• Identity and Access Management: Experience configuring and supporting RBAC, least-privilege access, SAML SSO, Identity Provider role mapping, user and API accounts, certificate lifecycle management and API token rotation.
• Security and Governance: Strong understanding of TLS, credential management, audit evidence, regulatory controls, change management, solution governance and controlled implementation within regulated environments.
• Infrastructure Monitoring: Practical monitoring knowledge across Windows, Linux, virtualization, network, security, database, storage, backup, cloud, application and batch-processing platforms.
• Solution Design and Change Delivery: Ability to assess, design, test and implement new monitoring technologies, custom integrations, platform enhancements and architectural changes through formal project and change governance.
• Operational Support: Strong L3 troubleshooting experience covering platform incidents, collector failures, data-collection issues, alerting failures, integration problems, capacity analysis, root cause investigation and problem management.
• Platform Transition and Migration: Experience supporting monitoring-platform migration, data export, platform replacement, service transition and post-decommission activities where formally approved.

Key Accountabilities

• Platform Administration: Administer the LogicMonitor SaaS platform and collectors, including health, capacity, failover, recovery, minor updates, configuration standards and audit records.
• Monitoring and Alerting: Maintain monitoring, DataSources, thresholds, alert rules, escalation paths and Scheduled Downtime; validate alerts and support ServiceNow event integration.
• Device Onboarding: Onboard and remove approved devices, validate connectivity and credentials, maintain inventory accuracy, and address monitoring coverage gaps.
• DataSources and Integrations: Troubleshoot approved DataSources and support scripting, APIs and integrations with ServiceNow, Entra ID, Active Directory, Azure, CyberArk, Splunk and other approved platforms.
• Dashboards and Reporting: Maintain approved dashboards and reports, support KPI and SLA reporting, and recommend improvements for monitoring gaps, recurring incidents and alert noise.
• Security and Compliance: Manage approved accounts, RBAC, SSO certificates, API tokens and credentials; support audits, compliance reviews and disaster recovery activities.
• Logs and Flow Monitoring: Support LM Logs, syslog, NetFlow, IPFIX and sFlow configurations; troubleshoot collection issues and escalate architectural changes through formal governance.

Qualifications and Experience

• Bachelors degree or diploma in Information Technology, Computer Science, Engineering or a related discipline, or equivalent relevant experience.
• Seven or more years of experience in infrastructure monitoring, including substantial hands-on LogicMonitor administration experience in a large enterprise or managed services environment.
• Experience supporting hybrid infrastructure monitoring across datacentre and cloud environments.
• Experience developing or troubleshooting custom DataSources and API-based monitoring integrations.
• Experience operating within ITIL-aligned incident, problem, change, configuration and service-level management processes.
• Experience in banking, financial services or another regulated environment is strongly preferred.
• LogicMonitor certification and relevant Microsoft Azure, ServiceNow, ITIL, network, security or platform certifications are advantageous.

Working Arrangements

• The role is based in India and will primarily support Singapore business hours, subject to project and client requirements.
• The role shall participate in the on-call support roster and provide after-hours L3 support for critical incidents, including timely response, technical troubleshooting, escalation and service restoration.
• Participation in planned maintenance, major incident support, disaster recovery exercises and approved out-of-hours changes may be required.
• The role works closely with the Operations Manager, Service Desk, technical tower leads, security and compliance teams, ServiceNow support, LogicMonitor OEM support and client stakeholders.