Source description
About the role
MUST PROVIDE LINKEDIN PAGE
MUST PROVIDE ONE MANAGER LEVEL REFERENCE – MUST PROVIDE MANAGER NAME, WORK EMAIL, PHONE NUMBER AND LINKEDIN PAGE
Client: Confidential Client
Title: Production Support / Observability Engineer
Location: 100% remote EST working hours expected
Start: ASAP
Duration: 6 months initial expectation + extensions + ability and interest to convert perm without sponsorship required
Interview Process: Teams video interview
Must Haves
Experience with observability tools (e.g., Grafana, Datadog, Splunk)
Ability to design and implement dashboards for production monitoring
Strong knowledge of production support workflows and incident management
Familiarity with contact center environments
Pluses
Exposure to STARS audit and Secret Shopper requirements
Experience implementing SLAs and error monitoring in real time
Background in DevOps or SRE
Day-to-Day
Design and build real-time dashboards and alerts for upper-tier support
Define observability and monitoring strategies aligned with business needs
Collaborate with teams to improve incident response processes
Prepare systems and documentation for audit-readiness (STARS, Secret Shopper)
Analyze system performance and recommend improvements
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