Observability Architect

Summary

We are seeking a dynamic and experienced professional to be accountable for delivering a scalable, outcome-driven full stack observability architecture that improves operational efficiency, reduces alert noise, and produces actionable service intelligence across Managed Services.

The Observability Architect is accountable for the business and operational outcomes the observability platform must produce.

This role directly impacts service quality, cost-to-serve, and customer-perceived value by ensuring monitoring data translates into meaningful operational and business outcomes.

Essential Duties and Responsibilities

Observability Platform Architecture & Ownership

• Owns the enterprise observability reference architecture with direct accountability for platform effectiveness, signal quality, and operational impact across Managed Services’ (Logic Monitor today; additional platforms as the strategy evolves).
• Ensures platform capabilities deliver measurable improvements in monitoring effectiveness, operational efficiency, and service value—holding vendors accountable to Logicalis outcomes, not feature parity.
• Evaluates platform capabilities, limitations, and roadmap alignment against customer and Managed Service’s needs.
• Ensures alerts entering ITSM are prioritized, correlated, and aligned to meaningful operational actions.
• Ensures telemetry aligns to contractual obligations, SLA performance, and delivery reality.
• Ensures platform configuration and evolution aligns to multi-service environments, security, compliance, and MSP operational requirements.
• Acts as the escalation point for Operations and Monitoring Engineers for complex alert, incident, and telemetry escalations, ensuring timely triage, root-cause analysis, and durable monitoring improvements.

Observability Transformation & Adoption

• Leads the observability governance cadence and community of practice, and keeps one agreed tool roadmap aligned with Global peers.

• Drives organizational adoption of outcome-based observability practices, shifting teams from monitoring coverage to monitoring effectiveness.
• Partners with Service and Technology Architects to enable the conversion of observability data into trusted service intelligence, supporting leadership reporting, QBRs, and customer value articulation.
• Partners with service owners and architects to define observability requirements as part of service design, lifecycle governance, and service readiness.
• Leads cross-functional alignment across service architecture, operations, ITSM, and automation teams to operationalize observability standards.
• Ensures observability outputs support transparent customer reporting, proactive service communication, and stronger articulation of Managed Services’ value.
• Establishes KPI-driven review processes to continuously improve monitoring quality and outcomes.Work with the AIOps team to ensure telemetry is able to support event correlation, root cause determination, and automated remediation, including expansion of Log Ingestions.

• Designs observability compliant with all necessary regulatory requirements applicable to Logicalis and/or it’s customers.
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• Ensure the environment is stable through standards application to all relevant architectural components ensuring they align with system requirements and best practices.
• Assesses new service offerings, such as application performance monitoring (APM), synthetics and NetFlow, and the observability capabilities behind different service tiers (e.g., Elite vs. Traditional).

Accountability & Measures of Success

• Accountable for reducing non-actionable alert volume and improving the signal-to noise ratio across all managed services’ platforms, including ensuring parent/child relationships are appropriately defined and CMDB alignment.
• Accountable for reducing operational rework caused by duplicate, unclear, or low-value alerts.
• Measured by improving alert actionability defined by percent of alerts result in meaningful incidents.
• Success measured by decreased MTTR through improved telemetry, event correlation, and alert prioritization.
• Drives reduction in cost-to-serve through improved monitoring efficiency and platform standardization.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities     

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications   

       Equivalent combination accepted.

   Education:

• Bachelor’s degree in a related field (IT, Computer Science, Business Administration, etc)

   Experience / Technical Requirements

• 8+ years in monitoring/observability, including 5+ in an MSP or multi-tenant environment
• Strong background in monitoring/observability platforms (e.g., LogicMonitor, Datadog, Dynatrace, IBM Instana, Grafana, or similar APM/ITOM/AIOps platforms.

• )OpenTelemetry; log pipelines and cost optimization; CMDB and CI relationship modeling in ServiceNow; synthetics and NetFlow; experience scoring vendor RFPs and proofs of value.
• Experience designing platform-level architectures for MSP, enterprise, or large multi-tenant environments.
• Experience with translating telemetry into business and service insights.
• Experience improving operational efficiency through telemetry strategy.
• Familiarity with compliance requirements and frameworks (CMMC, NIST, PCI, HIPAA/HITECH/HITRUST, SOX).
• Deep understanding of alerting strategies, signal quality, and operational workflows.
• Ability to balance short-term operational realities with long-term architectural maturity.
• Experience supporting NOC/Operations/Monitoring teams through escalations, including alert tuning, telemetry troubleshooting, and resolution of complex monitoring issues.
• Excellent organizational, time management, and multitasking skills.
• Proven ability to manage complex service environments and drive transformation.
• Excellent communication, stakeholder management, and analytical skills.

Certifications (Preferred)

• DevOps Institute - Observability Foundation Certification
• LogicMonitor Certified Professional

Other Skills and Abilities

•  ITIL Foundation Certification or equivalent knowledge of IT service management principles. Exposure to NOC, SOC, or MSP environments. Knowledge of common MSP tools (RMM, PSA, documentation platforms). Proficiency in Excel, Power BI, or similar reporting tools.

Physical Demands

The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.  The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance.   We value inclusion and belonging at our company. We do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.

Salary Range: $110,000 - $145,000

LogicalisUS Benefits Summary