100% Remote, Eastern Timezone PreferredJob Summary:We are seeking an experienced
Client OnCall Architect to lead the architecture, planning, and implementation of a
Client OnCall migration from PagerDuty. This is a critical initiative to modernize our alerting and incident management workflows, reduce alert fatigue, and maintain or improve MTTR and overall operational efficiency. The role requires cross-functional collaboration, technical leadership, and hands-on expertise in observability, incident response, and integrations.
Key Responsibilities:- Lead the end-to-end migration from PagerDuty to Client OnCall, ensuring functional parity and performance continuity.
- Design and document the target architecture , including integrations with APIs, chat bot tools (WebEx), ITSM (Jira, Grafana), and other monitoring tools.
- Collaborate with engineering, IT, security, and support teams to map current state , identify pain points, and define the future-state solution.
- Develop and enforce alerting logic, escalation policies , and on-call rotations in Client OnCall.
- Support change management , including stakeholder communication, training plans, and transition readiness.
- Define and track success metrics such as MTTA/MTTR improvement, alert noise reduction, and system adoption.
- Identify project risks, compliance constraints, and provide rollback planning as needed.
- Participate in weekly status meetings , contribute to dashboards and status reports, and ensure timely updates to stakeholders.
Required Qualifications:- 5+ years in Site Reliability Engineering, DevOps, or Infrastructure Architecture roles.
- 2+ years of hands-on experience with Client OnCall (formerly VictorOps) and PagerDuty.
- Strong understanding of incident response workflows , alerting systems , and on-call best practices.
- Proven track record of architecting and executing tool migrations.
- Experience with integrating Client OnCall with tools like Jira, Slack, ServiceNow, and monitoring solutions.
- Proficient with APIs, automation, and infrastructure-as-code concepts.
- Excellent stakeholder engagement and communication skills.
- Ability to lead discovery, design, and delivery independently or in coordination with a PM.
Preferred Skills:- Experience working in large-scale enterprise environments.
- Knowledge of compliance and security implications in incident workflows,
- Familiarity with Agile or hybrid project management models,
- Experience with metrics-driven decision-making (KPIs, SLAs),
Success Criteria:- Migration from PagerDuty to Client OnCall completed on schedule.
- No loss of incident response functionality.
- 20%+ reduction in alert fatigue.
- MTTR/MTTA improvements documented via metrics.
- High adoption from key teams (engineering, support, security).
