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About the Role
The Observability Manager is responsible for enabling deep, end‑to‑end visibility of IT services to support effective Incident, Major Incident, Problem, Change, and Service Improvement practices.
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 to improve service visibility and performance.
- Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution.
- Support Major Incident and Problem Management through real-time insights and evidence-based root cause analysis.
- Use observability data to drive service improvement, automation, and shift-left opportunities.
- Own observability tooling, platform governance, onboarding standards, and lifecycle management.
- Ensure integration with ITSM, CMDB, and service mapping to strengthen service models and impact assessment.
- Track platform usage, costs, KPIs, and outcomes, providing clear reporting to technology and business stakeholders.
- Work closely with Service Delivery, Engineering, Operations, and third-party partners to maximise operational value.
- Ensure observability practices align with security, compliance, and regulatory requirements.
Requirements
- Deep understanding of monitoring frameworks, telemetry, and observability concepts.
- Hands-on experience with enterprise monitoring tools (e.g., LogicMonitor, ManageEngine, 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 (e.g., ServiceNow, LogicMonitor).
- Knowledge of cloud monitoring platforms (AWS CloudWatch, Azure Monitor) is desirable.
Location
- London
Work Type
- Hybrid
- Permanent
- Salaried
Salary/Compensations
- Competitive
Benefits
- ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
- Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
- 33 days holiday (including bank holidays)
- Company bonus
- Private pension scheme
- 40% discount online off LEGO
- 25% discount in our on-site retail shops and restaurants
- Ongoing training and development opportunities
About the Company
- At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories.
- Merlin is embarking on an exciting Digital and Data Transformation focused on enhancing the end-to-end guest journey in our attractions.
- As we continue our ambitious global transformation journey, technology plays a critical role in enabling sustainable growth and unforgettable guest experiences across our iconic destinations.