About the Role
We are seeking an SSE – ITOM Toolset to take ownership of our monitoring and observability platform, LogicMonitor, which is delivered under our Managed Service Provider (MSP) agreement. This key lead role will be part of our national capability, supporting a consolidated monitoring strategy across multiple customer environments. This role will also facilitate a Centre of Enablement, supporting our dedicated customer account teams by providing the platforms, standards, tools, and guidance they need to manage their own environments.
Working closely with the Automation & Orchestration Technical Lead, this role will ensure the LogicMonitor platform is leveraged to its full potential — integrating with other service management tools and automation frameworks to deliver improved visibility, proactive issue resolution, and reduced manual effort across our managed services.
Key Responsibilities
Platform Ownership & Strategy
• Serve as the technical owner for the LogicMonitor platform, ensuring it is effectively configured, maintained, and evolved to meet operational and customer needs.
• Drive platform adoption across accounts and service teams, standardising monitoring practices and improving observability maturity.
• Lead the development and ongoing optimisation of monitoring templates, dashboards, alerting rules, escalation policies, and integrations.
Integrated Service Enablement
• Collaborate closely with the Automation & Orchestration Technical Lead to develop integrated solutions across LogicMonitor, ITSM tools (e.g. ServiceNow), and automation engines (e.g. Rundeck, Ansible, Azure Runbooks).
• Develop and maintain monitoring and observability solutions that align with service SLAs and enhance proactive incident identification and resolution.
• Support use-case development for automated remediation and event-driven orchestration.
• Operational Support & Continuous Improvement
• Provide Level 3 support and subject matter expertise for LogicMonitor across internal teams and customer engagements.
• Troubleshoot complex issues with monitoring coverage, platform performance, integrations, and data accuracy.
• Implement continuous improvement initiatives and analytics reporting to demonstrate value (e.g. incident reduction, MTTR improvements).
Governance & Standards
• Define and enforce standards for monitoring configuration, naming conventions, documentation, and change control.
• Ensure monitoring aligns with security, compliance, and operational governance requirements.
• Stay informed of LogicMonitor roadmap developments and influence platform direction in line with business needs.
Stakeholder Engagement & Enablement
• Act as a trusted advisor to service delivery teams and customers regarding monitoring strategy and capability uplift.
• Conduct enablement sessions, create documentation, and mentor team members on best practices.
• Interface with LogicMonitor account and support teams as part of the MSP relationship and escalate platform-related issues.
Key Skills & Experience
• Deep understanding of IT Operations Management (ITOM) principles and how observability supports ITSM, automation, and proactive service management.
• Familiarity with integrations into ITSM tools (e.g. ServiceNow) and automation platforms (e.g. Rundeck, Ansible, Azure Runbooks).
• Experience with SNMP, WMI, APIs, log ingestion, and cloud monitoring across platforms such as Azure, AWS, or hybrid infrastructure.
• Demonstrated ability to define standards, drive adoption, and support large-scale platform implementations.
• Excellent problem-solving skills, with the ability to work across technical and business stakeholders.
• Strong communication and stakeholder engagement skills, including the ability to translate technical capability into business value.
• Strong hands-on experience with LogicMonitor is preferred but not mandatory as training can be provided.
Why Join Us?
This is a rare opportunity to shape a national capability from the ground up, driving change not through command and control, but through enablement, leadership, and influence. If you’re passionate about IT Operations Management and love helping others succeed, this role offers both impact and career growth. Click apply now
