Supervisor - Observability & Tooling

What You'll Do

Team Leadership

• Supervise and manage the Cloud Observability Engineering team and the ServiceNow Administration/Development team, setting priorities and assigning work.

• Recruit, onboard, coach, and develop team members; conduct performance reviews and support career growth.

• Act as the primary escalation point for both teams, removing blockers and ensuring timely delivery of initiatives.

• Foster a culture of accountability, continuous improvement, and knowledge sharing across both disciplines.

Observability Program Oversight

• Oversee the strategy, design, and operation of the organization's observability platforms, including Coralogix, Quickwit, and CloudWatch.

• Ensure consistent instrumentation and quality of metrics, traces, and logs across services, and guide the team's use of OpenTelemetry for standardized telemetry collection.

• Guide the team's approach to context propagation and baggage to support accurate distributed tracing across services.

• Oversee cardinality management practices to control telemetry cost, storage, and query performance.

• Ensure observability practices extend appropriately across cloud, container, and Kubernetes environments.

• Partner with engineering, SRE, and platform teams to define alerting standards, dashboards, and SLO/SLA frameworks.

ServiceNow Platform Oversight

• Oversee administration and development activities on the ServiceNow platform, including ITSM/ITOM workflows, custom applications, and integrations.

• Ensure platform governance, change control, upgrade planning, and adherence to best practices.

• Coordinate with business stakeholders to translate process requirements into ServiceNow platform capabilities.

Cross-Functional Collaboration

• Represent both teams in planning, budgeting, roadmap, and vendor discussions.

• Report on team performance, platform health, and key initiatives to leadership.

• Collaborate with adjacent engineering, infrastructure, and IT service management teams to align priorities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Prior experience supervising, managing, or leading a technical team (observability, SRE, platform engineering, or ITSM).

• Solid working knowledge of observability fundamentals: metrics, traces, logs, and context/baggage propagation for distributed tracing.

• Solid knowledge and understanding of Cloud technology concepts

• Familiarity with observability platforms such as Coralogix, Quickwit, and/or CloudWatch (or comparable tools such as Datadog, Grafana, or Splunk).

• Working knowledge of OpenTelemetry concepts and instrumentation practices.

• Understanding of cloud technologies, containerization, and Kubernetes at a level sufficient to guide engineering decisions and hold technical conversations.

• Understanding of cardinality and its impact on telemetry systems, cost, and performance.

• Familiarity with ServiceNow administration and/or development concepts (ITSM/ITOM workflows, platform governance).

• Strong communication, prioritization, and stakeholder-management skills.

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

Preferred Qualifications

• Hands-on engineering experience building or operating observability pipelines, instrumentation, or ServiceNow customizations (a plus, not required).

• Experience with ServiceNow ITSM/ITOM modules, Flow Designer, or scripted integrations.

• Relevant certifications such as CKA, AWS/Azure/GCP certifications, ITIL Foundation, or ServiceNow CSA/CAD.

• Experience operating in a regulated or enterprise-scale environment.

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