The Production Engineer is responsible for driving the evolution of the firm's monitoring and observability capabilities while actively contributing to the day-to-day operations of the Managed Services organization.
The role combines technical leadership in monitoring platform modernization, automation, and operational intelligence with hands-on support responsibilities across client environments. As a member of the Chiasso-based Managed Services team, the individual participates in incident management, service monitoring, on-call rotations, client support activities, and operational governance to ensure the stability, availability, and security of client services.
The role also provides expertise and support for CIM-related incidents and operational challenges.
Primary Responsibilities
Monitoring & Observability Transformation
Lead the enhancement and redesign of monitoring dashboards to fully leverage Zabbix Agent 2 capabilities.
Drive the migration and decommissioning of legacy NWA Agent monitoring components.
Integrate additional infrastructure and applications into the Zabbix platform, including: Vtom servers and batch processing components
Year-End environments
Application and infrastructure log monitoring
Improve the reliability, quality, and relevance of monitoring alerts and log parsing mechanisms.
Prepare and support the deployment of new production monitoring infrastructure, including Zabbix servers and proxies.
Define and implement security processes, governance, and lifecycle management for Zabbix and Agent 2.
Automation & Tool Integration
Lead the replacement of MoniPiguet and the transition of monitoring capabilities to strategic platforms.
Integrate Zabbix with ITM, Jira, and other operational tools to automate incident and ticket lifecycle management.
Implement intelligent alerting and workflow automation, including: Batch-progress monitoring
Escalation processes
Alert acknowledgements for on-call teams
Automated incident creation and closure where appropriate
Reporting & Continuous Improvement
Produce KPI reports related to incidents, monitoring effectiveness, service availability, and operational performance.
Analyze trends and recommend improvements to increase service reliability and operational efficiency.
Contribute to service reviews, post-incident analysis, and continuous improvement initiatives.
Managed Services Operational Responsibilities
As a full member of the Chiasso Managed Services team, the individual will:
Perform daily operational checks and health monitoring across client environments.
Access client production and non-production environments to investigate incidents and service disruptions.
Participate in incident management activities, including major incident response and resolution coordination.
Take part in shift rotations and on-call schedules to provide support outside normal business hours.
Contribute to change implementation, service requests, and operational support activities.
Participate in client governance meetings, service reviews, and operational discussions where required.
Maintain operational documentation, procedures, and knowledge articles.
Support cross-functional collaboration with Technical Services, Product Owners, Development Teams, and Client Service Managers.
Client Ownership Responsibilities
The individual will progressively assume ownership responsibilities for designated clients, including:
Acting as a key operational contact for assigned clients.
Coordinating incident resolution and problem management activities.
Monitoring service performance and identifying opportunities for improvement.
Supporting operational reviews and client-facing discussions.
Ensuring adherence to service commitments and operational best practices.
CIM Expertise & Support
Provide advanced support and expertise for incidents involving CIM-related components.
Assist Managed Services teams during investigations, troubleshooting, and root cause analyses involving CIM.
Facilitate knowledge…