Monitoring Engineer

Platform Monitoring Engineer / Incident Manager A team within Engineering under the Platform Excellence pillar exhibits an unwavering attention to detail and a deep understanding of the platform wide monitoring implications to all merchants. In this role, you will be on-call monitoring platform performance, coordinating and commanding incidents, communicating with our customers, working on monitoring frameworks, providing feedback to product engineering teams to improve the reliability of the platform. You will initiate and lead initiatives across our platform offerings prioritizing merchant impact to proactively detect any issues, inform merchants quickly, and increase the reliability of our platform. What you’ll do On-call: The team operates in a follow the sun model, where you will be participating in the EMEA shift (shifts: 9.00AM - 6.00PM PDT, 11.00-8.00PM CDT). Observe platform and merchant performance and detect any issues proactively to mitigate risks in partnership with Engineering teams. Incident Management: Coordinate the mitigation, recovery, and resolution of high-impact incidents, ensuring a rapid and effective response across teams. Represent the customer perspective during incidents, maintaining a strong customer-centric approach. Communication: Be an expert in communicating with merchants real time during an incident and present the most accurate and updated information to keep them informed. Escalate critical incidents when needed and provide structured communication to senior management. Problem Management: Go beyond reactive incident response by analyzing incident trends to identify recurring issues and systemic weaknesses. Partner with engineering and product teams to advocate for long‑term fixes over repeated short‑term patches. Working together with Operations, Product, and Engineering teams to integrate, grow, and continuously improve our monitoring strategy and increase our reliability. Investigate alerts and provide feedback to engineering teams to build effective logging and alerts across the platform architecture. Mitigate merchant impact risk by actioning on alerts in partnership with Engineering teams, and contribute to the monitoring playbook by documenting your learnings. Improve operations by leading/project managing initiatives and, or tools—development of automation for effective monitoring. . Focus on ruthlessly prioritizing, automating, and scaling every aspect of our detection capabilities. Who you are You have at least 5 years of experience with incident management, problem management, incident client communication, and platform monitoring operations. You have experience with problem management practices - identifying trends across incidents, conducting root cause investigations and driving preventative action. You have solid communication skills and the ability to develop strong working relationships throughout the organization, able to translate technical situations clearly and concisely to a diverse audience via data-visualizing dashboards and written documents. You're willing to participate in the on-call rotation and work in a fast-paced, dynamic environment. You have experience with monitoring and logging tools like Prometheus, Grafana, ELK Stack, etc. You have experience with observability platforms like Datadog, Dynatrace, Splunk. You have excellent analytical and problem-solving #J-18808-Ljbffr Adyen