Sr Monitoring and Observability Engineer

Position Summary

The Sr. Monitoring and Observability Engineer is responsible for leading the technical delivery of Encore’s managed monitoring practice, including customer-facing implementations, internal tool modernization, and platform expertise across the observability portfolio. This role serves as the senior technical authority on Zabbix, SigNoz, LogicMonitor, and Datadog, leading end-to-end customer engagements while partnering with Infrastructure Managed Services (IMS) and the IT Operations Command Center (ITOCC) to operationalize monitoring tools at scale. The engineer will also lead the modernization of Encore’s internal monitoring stack across IaaS, BaaS, and other Managed Services environments.

Responsibilities:

· Lead end-to-end implementation of monitoring and observability platforms (Zabbix, SigNoz, LogicMonitor, Datadog) for Encore managed services customers, including platform deployment, agent rollout, dashboards, and stabilization through customer acceptance.

· Conduct discovery workshops and produce architecture design documents, project plans, and runbooks alongside Encore project management and customer technical teams.

· Own the technical relationship with customer engineering teams during implementation, including troubleshooting, escalation handling, and knowledge transfer.

· Partner with Infrastructure Managed Services (IMS) engineers to integrate customer monitoring environments into Encore’s delivery operations.

· Work with the IT Operations Command Center (ITOCC) to define alert routing, escalation paths, runbook libraries, and L2 triage procedures so analysts can effectively support customer environments at scale.

· Develop and maintain training materials, internal documentation, and template libraries that allow IMS and ITOCC teams to extend monitoring coverage to new customers.

· Lead the modernization of Encore’s internal monitoring stack, replacing current tooling with Zabbix and SigNoz to cover IaaS, BaaS, and other Managed Services environments.

· Establish ongoing platform care and feeding standards for both customer-facing and internal observability environments.

· Serve as Encore’s deep technical authority on Zabbix, SigNoz, LogicMonitor, and Datadog; support pre-sales conversations, customer scoping, and architecture decisions across the platform portfolio.

· Mentor IMS and ITOCC engineers on observability best practices and contribute to the evolving managed services roadmap (Bronze, Silver, Gold tier offerings).

· Other duties as assigned.

Qualifications:

· Bachelor’s degree in Information Technology, Computer Science, or related field; relevant industry certifications a strong plus.

· 7+ years of hands-on experience designing, deploying, and operating enterprise monitoring or observability platforms in production environments.

· Deep, demonstrable expertise with Zabbix at scale – server architecture, proxy deployment, agent management, custom templates, low-level discovery, API integration, and performance tuning for environments of 1,000+ devices.

· Working production experience with at least two of: SigNoz, LogicMonitor, Datadog. Comfort discussing trade-offs across the platforms in customer-facing conversations.

· Strong fundamentals across infrastructure monitoring protocols and methods (SNMP, ICMP/ping, agent-based collection, syslog, streaming telemetry, API polling); Linux administration proficiency; scripting fluency in Python, Bash, or PowerShell.

· Prior MSP or managed services experience preferred; experience leading customer-facing implementations as the senior technical lead; Zabbix and/or Datadog certifications highly desirable.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Occasional walking between facilities.

· Occasional lifting, pushing, pulling up to 15 lbs.

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.