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Observability Manager

Merlin Entertainments
London, GBR
Full-time
Mid
Hybrid
GBP 47805.36-79675.59 yearly / year
Discovered Yesterday
LogicMonitorManageEngineServiceNowAWS CloudWatchAzure MonitorITSM
Free

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Location

  • London/Hybrid
  • Hours: 37.5 hours per week
  • Contract: Permanent - Salaried
  • 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.
  • 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.
  • 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.
  • ‘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
  • Plus, many more…
  • If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

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