Observability Specialist, Platform

We have an exciting new Observability Specialist, Platform role which requires a deep understanding of pro-active technical support and chronic incident management.

Working as part of a global team, you will be responsible for designing, configuring, and fine-tuning observability measures, such as tooling, monitors, and alerts, for Vista’s Cloud, SaaS, and managed service clients globally.

As the Platform Support team delivers round the clock service, 365 days a year, from around the globe, there may be a requirement to work outside of normal business hours, or on weekend days. This may be on an occasional or ad-hoc basis or, scheduled on an on-call or rotating-day basis. Any such after-hours work will be coordinated and compensated for. 

Key Responsibilities:

• Design, configure, and fine tune observability measures, such as tooling, monitors, and alerts, with the goal of improving quality of service by accelerating issue detection, response and resolution
• Analyze incidents and related monitors and alerts to identify systemic issues and opportunities for refinement
• Propose product and platform improvements which will enable faster detection and resolution of quality of service issues
• Work collaboratively with Product and Platform Engineering teams to motivate, prioritise and deliver on progressive improvements to Vista’s observability posture
• Develop expertise with Vista’s platform monitoring toolset to assist response teams to detect, respond, and resolve chronic incidents rapidly
• Assist in the establishment and growth of an observability centre of excellence across the Platform Support team
• Lead by example and assist with mentoring/training new staff
• Read and interpret error logs
• Record details of support calls and incidents into Vista’s issues system
• In rare cases, it may be required to be available on rotation with a cell phone for urgent after-hours support issues
• Travel domestically or internationally as required

Role Levels:

Role Levels empower upskilling and talent mobility within teams. A candidate may be hired into a higher level based on knowledge, experience, and skills. Role Levels are a framework at the manager’s discretion.

Level II

• Typically, two years of experience or more with Cloud Software
• Creates joyous experiences and great outcomes for clients
• A self-starter, infrequently seeks guidance or instruction
• Is proficient on most products in the portfolio and at least one advanced product
• Takes proactive measures to prevent software issues
• Consistently achieves business goals and metrics successfully, promptly, and accurately

Senior (everything from Level II plus)

• Typically, four years of experience or more with Cloud Software
• An expert on core products and at least one advanced product
• Consistently embodies leadership capabilities
• Escalation point within the team
• Provide coaching, mentorship, training, and guidance to the team
• Help facilitate work items
• Overachieves business goals and metrics

Requirements

You'll need:

• Three to five years working in a Cloud software observability and/or reliability engineering or support role, preferably with management experience
• Expert knowledge of Cloud observability technologies and tools
• Demonstrable critical thinking skills relevant to fault detection, diagnostics and root cause analysis Experience working with Azure, SaaS, VMS, Cloud (preferred)
• Microsoft AZ900, AZ104 (preferred)
• Strong knowledge of Vista Group software would be an advantage
• Knowledge of SQL Server and networking would be an advantage
• Ability to read and understand program code would be an advantage
• Undergraduate degree in IT (preferred)

For this particular role, we are currently only considering applicants with the right to live and work in New Zealand without the need for employer sponsorship.

About Vista

Vista is a world-leading company that makes software for the cinema industry. Started in Auckland, New Zealand, over 25 years ago, we now serve cinemas, film distributors, and moviegoers worldwide.

Our HQ is in the City Works Depot in Auckland. We have offices and subsidiary companies in Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. We use the latest technologies and offer a fun, agile and collaborative environment. We continue to innovate and build our reputation as one of the best Kiwi tech companies to work for.

Shared Standards

Our Shared Standards act as a compass for how we work together and reflect the behaviours we value at Vista Group. The way in which each member of our crew embodies these Shared Standards is an indicator for performance and success, as it aligns with our vision and strategy.

One Crew

We're a diverse team, in different places and functions, and we're at our best when we connect, help and collaborate.

Shine a Light

We communicate openly, we explain the why, and we ask when we don't understand. We don't leave people in the dark.

Make it Happen

We make good things happen as people and as teams through our focus on delivery.

Chase Great

We challenge ourselves and each other to keep improving.

Benefits

You will be supported to continually learn and improve your tech skills, share knowledge and ideas in the team, and be part of a dynamic and open culture.

We have a range of benefits that include:

• Excellent work/life balance including a 4 ½ day working week
• Hybrid working (home and office based split, requiring regular weekly attendance in the Auckland office)
• Medical and Life insurance
• Volunteer day, enhanced paid parental leave and wellness benefits
• Strong mentoring & career development focus
• Fun team events including the Vista Innovation Cup

If you enjoy a challenge and working in a dynamic and collaborative team, you’ll love working at Vista.

We value inclusivity celebrate diversity and are committed to offering equal opportunity to our staff and candidates — regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious, ethical beliefs or political opinion. This commitment is reflected in all our employment policies and procedures.