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About the Role
The Observability Manager will lead the strategy and implementation of end-to-end IT service visibility, supporting incident management, problem resolution, and service improvement practices within Merlin Entertainments' global digital transformation.
Responsibilities
- Define and lead the observability strategy, standards, and roadmap across infrastructure, applications, and services.
- Deliver scalable observability solutions using metrics, logs, traces, and events.
- Enable proactive monitoring, predictive alerting, and faster incident resolution.
- Support Major Incident and Problem Management through real-time insights and root cause analysis.
- Drive service improvement, automation, and shift-left opportunities using observability data.
- Manage observability tooling, platform governance, onboarding standards, and lifecycle.
- Integrate observability with ITSM, CMDB, and service mapping.
- Report on platform usage, costs, KPIs, and outcomes to stakeholders.
- Collaborate with Service Delivery, Engineering, Operations, and third-party partners.
- Ensure alignment with security, compliance, and regulatory requirements.
Requirements
- Deep understanding of monitoring frameworks, telemetry, and observability concepts.
- Hands-on experience with enterprise monitoring tools such as LogicMonitor, ManageEngine, or 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.
- Knowledge of cloud monitoring platforms like AWS CloudWatch or Azure Monitor is desirable.
Skills
- Observability strategy
- Monitoring frameworks
- Telemetry
- Incident management
- Problem management
- Automation
- Stakeholder management
- ITIL
- Cloud monitoring
Location
- London
- Hybrid
Work Type
- Permanent
- Full-time
- 37.5 hours per week
Education Level
- ITIL Foundation or higher certification
Salary/Compensations
- Competitive
Benefits
- 6 Merlin Annual Passes per year
- Merlin Magic Pass with 20 free tickets, rising to 40 after one year
- 33 days holiday including bank holidays
- Company bonus
- Private pension scheme
- 40% discount online off LEGO
- 25% discount in on-site retail shops and restaurants
- Ongoing training and development opportunities
About the Company
- Merlin Entertainments is a global leader in location-based entertainment focused on bringing joy, creating connections, and making memories.
- The company is currently undergoing a digital and data transformation to enhance the end-to-end guest journey.
Equal Opportunity
- If you require any assistance because of a disability or medical condition, please contact Recruitment@Merlinentertainments.biz.