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Observability Manager

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Quick Summary

Key Responsibilities

London/Hybrid Hours: 37.5 hours per week Contract: Permanent - Salaried At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories.

Technical Tools

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Responsibilities

~1 min read

→Define and lead the observability strategy, standards, and roadmap across infrastructure, applications, and services.
→Deliver scalable observability solutions using metrics, logs, traces, and events to improve service visibility and performance.
→Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution.
→Support Major Incident and Problem Management through real-time insights and evidence-based root cause analysis.
→Use observability data to drive service improvement, automation, and shift-left opportunities.
→Own observability tooling, platform governance, onboarding standards, and lifecycle management.
→Ensure integration with ITSM, CMDB, and service mapping to strengthen service models and impact assessment.
→Track platform usage, costs, KPIs, and outcomes, providing clear reporting to technology and business stakeholders.
→Work closely with Service Delivery, Engineering, Operations, and third-party partners to maximise operational value.
→Ensure observability practices align with security, compliance, and regulatory requirements.

Requirements

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Deep understanding of monitoring frameworks, telemetry, and observability concepts.
Hands-on experience with enterprise monitoring tools (e.g., LogicMonitor, ManageEngine, ServiceNow).
Proven ability to deliver operational excellence through proactive monitoring and automation.
Strong analytical and problem-solving skills.
Effective stakeholder management and communication skills.
ITIL Foundation (or higher) certification.
Vendor-specific certifications in monitoring tools (e.g., ServiceNow, LogicMonitor).
Knowledge of cloud monitoring platforms (AWS CloudWatch, Azure Monitor) is desirable.

What We Offer

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✓‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!

✓Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service

✓33 days holiday (including bank holidays)

✓Company bonus

✓Private pension scheme

✓40% discount online off LEGO

✓25% discount in our on-site retail shops and restaurants

✓Ongoing training and development opportunities

✓Plus, many more…

Competitive