Subject Matter Expert (Support&Ops)

Job Summary

The Observability Engineer will support Gallagher’s enterprise observability program with a focus on end-user and digital experience monitoring using Riverbed Aternity. This role is hands-on and operational, responsible for deploying, configuring, tuning, and operationalizing Aternity to improve user experience, reduce MTTR, and enable Service Desk and IT Operations teams with actionable insights.

Key Responsibilities

Deploy, configure, and support Aternity agents across physical endpoints, VDI, and DaaS platforms (including Azure Virtual Desktop).Configure and maintain dashboards, alerts, and thresholds aligned to operational use cases.Perform signal tuning and alert optimization to reduce noise and false positives.Support and maintain Aternity to Service Now integrations, including incident enrichment and alert workflows.Analyze end-user experience data and provide actionable insights to operations teams.Document operational procedures, dashboards, and alerting standards.

Skill Requirements

3–6 years of experience in IT operations, monitoring, or observability.Hands-on experience with Riverbed Aternity.Strong understanding of Windows 10/11, VDI, and DaaS environments.Experience integrating monitoring platforms with Service Now.Strong analytical and documentation skills.

Other Requirements

Please refer to JD: