Dunnhumby - Service Experience Manager - Observability Services

22 hours ago

Gurugram, India Dunnhumby Full time

We are seeking a talented Service Experience Manager with service management strategy for Media Were looking for : - 8+ years in service management, including systems monitoring, site reliability engineering, or infrastructure operations.- 2+ years in a team lead or managerial role- Coaches team members to deepen both technical monitoring skills and business understanding.- Builds a culture of continuous improvement, automation, and proactive detection.- Balances hands-on work with strategic oversight.- Experience in a 24/7 operational environment, ideally in Media, SaaS, or streaming platforms- own the end-to-end service management strategy for Media systems- Accountable for defining, maintaining, and evolving service management standards across all Media platforms.- Ensure monitoring coverage aligns with business-critical services and revenue driving workflows.- Acts as escalation point for major monitoring-related incidents.- Experience with observability stacks (e.g. Grafana, Prometheus, Splunk, New Relic).- Solid understanding of APIs, event pipelines, and log management.- Familiarity with cloud environments (GCP, or Azure) and their native monitoring tools.- Experience integrating monitoring with ITSM tools (ServiceNow, Zendesk, etc.).- Define alerting thresholds that balance sensitivity with noise reduction.- Partner with system owners to ensure monitoring reflects SLAs and KPIs.- Lead post-incident reviews to improve detection and alert quality.- Work closely with engineering, operations, and product teams to align service management priorities from monitoring to Incident/change management.- Communicate system health and incident impact to both technical and non-technical stakeholders.- Translate complex technical issues into clear business implications.- Contribute to the observability roadmap, driving automation, and adoption of AIOps/ML for predictive monitoring.- Evaluate new tools and methodologies to improve system reliability, visibility and usability.- Partner with leadership to define service management KPIs linked to customer experience and revenue protection. (ref:hirist.tech)

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