Senior Support Analyst (Observability)

Description

Job Summary: We are seeking a professional to understand customer needs, perform activities within the contracted scope, and produce technical documentation to support knowledge dissemination. Key Highlights: 1. Focus on delivering the best technical solution for the customer 2. Ensure compliance with service level agreements (SLA) and customer satisfaction 3. Support professional development through training *Logicalis values diversity and offers equal opportunities to all qualified candidates, regardless of gender, race, sexual orientation, disability, or any other characteristic.* We are \#ArchitectsOfChange. We help thousands of companies transform and succeed in a digital world. We believe technology can change the world and make it a better place to live—promoting a culture aligned with our values: integrity, innovation, excellence, partnerships, and empowerment. Visit our website: http://www.la.logicalis.com. **Responsibilities and Duties** * Understand customer needs and the issues to be addressed, contributing to identifying the optimal technical solution for the supported environment. * Perform tasks within the contracted scope, with advanced guidance, ensuring adherence to established service levels (SLA, customer satisfaction). * Produce technical documentation related to supporting the environments, based on collected data and information provided by other stakeholders, to assist operational demands—delivering detailed, clear documents aimed at execution efficiency. * Support dissemination of relevant knowledge within your domain by developing and delivering training sessions and procedures, helping professionals develop their skills. * Understand departmental processes, identify where they are stored and how they are applied, ensure their use in professional activities, and contribute to process improvement when appropriate. * Contribute to leading functional teams and/or high-complexity projects. **Requirements and Qualifications** * **Completed Bachelor's degree** in Systems Analysis, Computer Science, Computer Engineering, Telecommunications, Networks, Electrical/Electronic Engineering, Data Processing, or related fields; * Proven experience in **APM project implementation**, involving AppDynamics and Datadog solutions; * Extensive experience in **application instrumentation**; * Solid expertise in administration and implementation of **Zabbix and Grafana**; * Advanced knowledge of full-stack observability; * Intermediate knowledge of **SolarWinds**; * Experience defining and evolving **observability roadmaps**, ensuring integration and synergy among tools such as Dynatrace, AppDynamics, Datadog, Zabbix, and Grafana, across on-premise and cloud environments; * Hands-on experience with **SRE (Site Reliability Engineering)** practices—including automation via Monitoring as Code (IaC), reduction of manual work (toil), and implementation of self-healing mechanisms; * Ability to act as a business partner—translating technical metrics into meaningful indicators for customer experience and supporting squads and departments in decision-making; * Experience in **observability governance**, including vendor management, license and volume control focused on FinOps, and involvement in security and compliance; * Experience serving as a technical reference—mentoring and developing professionals to elevate the team’s technical proficiency; * Strong command of **observability and APM**, with advanced administration experience of **AppDynamics**; * Experience in **business transaction mapping**, code call tracing, and performance bottleneck identification in hybrid or cloud environments; * Knowledge of **EUM (End User Monitoring)**, including monitoring web and mobile applications (iOS/Android), analyzing response time, geolocation, user profiles, and executing synthetic tests. **Preferred Qualifications:** * Familiarity with Elastic APM solutions * Zabbix certification * Cisco AppDynamics Certified Associate Performance Analyst certificate * Cisco AppDynamics Certified Associate Administrator certificate * Cisco AppDynamics Certified Implementation Professional certificate * Advanced Linux and Ansible knowledge * Cloud certifications * ITIL 4 certification **Additional Information** **Our Benefits:** Health insurance Dental insurance Meal and food allowance Private pension plan Life insurance Childcare assistance Transportation allowance Professional Support Program Totalpass Birthday Off Work from Anywhere #### **Join the Architects of Change team!** We are over 7,000 people transforming realities through technology and talent. Here, every contribution matters. We embrace diversity, collaboration, and continuous learning in a flexible environment that encourages professional growth. We work with future-driving technologies such as 5G, Data Analytics, IoT, Cloud, and Security. Our journey began in 1997 in the UK, and we continue accelerating progress in an ever-changing digital world—with innovation, inclusion, and sustainability at the core of our culture. **Why Logicalis?** * Continuous professional development * Diverse, inclusive, and collaborative culture * Open dialogue and teamwork * Commitment to well-being and work-life balance * Recognition for achievements **Here, you don’t just build a career—you help build tomorrow.** Come be an Architect of Change! Apply now and take the next step in your future.