Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
The Observability Engineer will support Gallagher’s enterprise observability program with a focus on end-user and digital experience monitoring using Riverbed Aternity. This role is hands-on and operational, responsible for deploying, configuring, tuning, and operationalizing Aternity to improve user experience, reduce MTTR, and enable Service Desk and IT Operations teams with actionable insights.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Deploy, configure, and support Aternity agents across physical endpoints, VDI, and DaaS platforms (including Azure Virtual Desktop).Configure and maintain dashboards, alerts, and thresholds aligned to operational use cases.Perform signal tuning and alert optimization to reduce noise and false positives.Support and maintain Aternity to ServiceNow integrations, including incident enrichment and alert workflows.Analyze end-user experience data and provide actionable insights to operations teams.Document operational procedures, dashboards, and alerting standards.
Skill Requirements
3–6 years of experience in IT operations, monitoring, or observability.Hands-on experience with Riverbed Aternity.Strong understanding of Windows 10/11, VDI, and DaaS environments.Experience integrating monitoring platforms with ServiceNow.Strong analytical and documentation skills.