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…