Platform Monitoring Engineer / Incident ManagerA team within Engineering under the Platform Excellence pillar exhibits an unwavering attention to detail and a deep understanding of the platform wide monitoring implications to all merchants.
In this role, you will be on-call monitoring platform performance, coordinating and commanding incidents, communicating with our customers, working on monitoring frameworks, providing feedback to product engineering teams to improve the reliability of the platform. You will initiate and lead initiatives across our platform offerings prioritizing merchant impact to proactively detect any issues, inform merchants quickly, and increase the reliability of our platform.
What you'll do- On-call: The team operates in a follow the sun model, where you will be participating in the EMEA shift (shifts: 9.00AM - 6.00PM PDT, 11.00-8.00PM CDT). Observe platform and merchant performance and detect any issues proactively to mitigate risks in partnership with Engineering teams.
- Incident Management: Coordinate the mitigation, recovery, and resolution of high-impact incidents, ensuring a rapid and effective response across teams. Represent the customer perspective during incidents, maintaining a strong customer-centric approach.
- Communication: Be an expert in communicating with merchants real time during an incident and present the most accurate and updated information to keep them informed. Escalate critical incidents when needed and provide structured communication to senior management.
- Problem Management: Go beyond reactive incident response by analyzing incident trends to identify recurring issues and systemic weaknesses. Partner with engineering and product teams to advocate for long-term fixes over repeated short-term patches.
- Working together with Operations, Product, and Engineering teams to integrate, grow, and continuously improve our monitoring strategy and increase our reliability.
- Investigate alerts and provide feedback to engineering teams to build effective logging and alerts across the platform architecture.
- Mitigate merchant impact risk by actioning on alerts in partnership with Engineering teams, and contribute to the monitoring playbook by documenting your learnings.
- Improve operations by leading/project managing initiatives and, or tools-development of automation for effective monitoring. .
- Focus on ruthlessly prioritizing, automating, and scaling every aspect of our detection capabilities.
Who you are- You have at least 5 years of experience with incident management, problem management, incident client communication, and platform monitoring operations.
- You have experience with problem management practices - identifying trends across incidents, conducting root cause investigations and driving preventative action.
- You have solid communication skills and the ability to develop strong working relationships throughout the organization, able to translate technical situations clearly and concisely to a diverse audience via data-visualizing dashboards and written documents.
- You're willing to participate in the on-call rotation and work in a fast-paced, dynamic environment.
- You have experience with monitoring and logging tools like Prometheus, Grafana, ELK Stack, etc.
- You have experience with observability platforms like Datadog, Dynatrace, Splunk.
- You have excellent analytical and problem-solving skills, with the ability to analyze complex systems and spot the root cause of issues.
- You thrive in an environment where collaboration is crucial and where a global approach is key for are you successful implementation of processes and projects
- You have a passion for defining and standardizing processes to drive strategic improvement and able to translate complex technical concepts with ease for all non technical audiences
- You have a natural ability for handling complex situations and multiple responsibilities simultaneously
- You're a strong team player and thrive in a dynamic environment.
- Work schedule: The shifts are from 9.00AM - 6.00PM PDT or 11.00AM - 8.00PM CDT with a 6-day workweek at least twice a month (Sunday-Friday or Monday-Saturday).
Our Diversity, Equity and Inclusion commitments Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at Adyen.
Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!
What's next?Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.
San Francisco This role is based out of our [CITY NAME] office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
