Production engineer

The Production Engineer is responsible for driving the evolution of the firm's monitoring and observability capabilities while actively contributing to the day-to-day operations of the Managed Services organization.

The role combines technical leadership in monitoring platform modernization, automation, and operational intelligence with hands-on support responsibilities across client environments. As a member of the Chiasso-based Managed Services team, the individual participates in incident management, service monitoring, on-call rotations, client support activities, and operational governance to ensure the stability, availability, and security of client services.

The role also provides expertise and support for CIM-related incidents and operational challenges.

• Lead the enhancement and redesign of monitoring dashboards to fully leverage Zabbix Agent 2 capabilities.
• Drive the migration and decommissioning of legacy NWA Agent monitoring components.
• Integrate additional infrastructure and applications into the Zabbix platform, including:
  • Vtom servers and batch processing components
  • Year-End environments
  • Application and infrastructure log monitoring
• Improve the reliability, quality, and relevance of monitoring alerts and log parsing mechanisms.
• Prepare and support the deployment of new production monitoring infrastructure, including Zabbix servers and proxies.
• Define and implement security processes, governance, and lifecycle management for Zabbix and Agent 2.

• Lead the replacement of Moni Piguet and the transition of monitoring capabilities to strategic platforms.
• Integrate Zabbix with ITM, Jira, and other operational tools to automate incident and ticket lifecycle management.
• Implement intelligent alerting and workflow automation, including:
  • Batch-progress monitoring
  • Escalation processes
  • Alert acknowledgements for on-call teams
  • Automated incident creation and closure where appropriate

• Produce KPI reports related to incidents, monitoring effectiveness, service availability, and operational performance.
• Analyze trends and recommend improvements to increase service reliability and operational efficiency.
• Contribute to service reviews, post-incident analysis, and continuous improvement initiatives.

• Perform daily operational checks and health monitoring across client environments.
• Access client production and non-production environments to investigate incidents and service disruptions.
• Participate in incident management activities, including major incident response and resolution coordination.
• Take part in shift rotations and on-call schedules to provide support outside normal business hours.
• Contribute to change implementation, service requests, and operational support activities.
• Participate in client governance meetings, service reviews, and operational discussions where required.
• Maintain operational documentation, procedures, and knowledge articles.
• Support cross-functional collaboration with Technical Services, Product Owners, Development Teams, and Client Service Managers.

• Acting as a key operational contact for assigned clients.
• Coordinating incident resolution and problem management activities.
• Monitoring service performance and identifying opportunities for improvement.
• Supporting operational reviews and client-facing discussions.
• Ensuring adherence to service commitments and operational best practices.

• Provide advanced support and expertise for incidents involving CIM-related components.
• Assist Managed Services teams during investigations, troubleshooting, and root cause analyses…