Manager, Support & Observability

Arrow•Denver, CO

1d•$121,300 - $176,176•Hybrid

About The Position

The Manager, Support & Observability will lead production support, reliability, and observability capabilities for GC Digital platforms. The role will evolve application support from reactive incident resolution toward a proactive, data-driven model focused on service health, availability, security, resilience, and continuous improvement. The manager will establish and mature practices across application support, observability, incident and problem management, automation, DevOps, and SecOps, partnering with Engineering, Systems Engineering, Quality Assurance, Infrastructure, and Security to ensure Digital services are designed, delivered, and operated with reliability, supportability, and security in mind. The role leads production support and service reliability, including service ownership, support processes, escalation paths, runbooks, operational standards, and major incident response. It defines and executes an enterprise observability strategy using logs, metrics, traces, synthetic monitoring, and real-user monitoring, and develops dashboards, alerting, SLIs/SLOs, and business-impact-focused operational insights. The manager analyzes incidents and operational trends, prioritizes reliability, architecture, automation, and technical-debt improvements, and partners with engineering teams to automate diagnostics, recovery, remediation, and workflows. The role embeds operational readiness into development and release processes, promotes DevSecOps, and applies AI and automation to support, incident analysis, and knowledge management. It also builds and leads a service-oriented team, manages cross-team and vendor partnerships, tracks operational metrics, and provides leadership visibility into service health, risks, and improvement priorities. The position is hybrid at the Panorama Office site in Denver, Colorado: Tuesday, Wednesday, and Thursday are required office days, while Monday and Friday are work-from-home days. This is a full-time role. The listed annual hiring range is $121,300 to $176,176; actual compensation may vary based on geographic location, experience, education, and skill level.

Requirements

Typically requires at least 10 years of related experience with a four-year degree; or 8 years of experience with an advanced degree; or equivalent experience.
Experience managing functional goals involving services, system health, performance metrics, and project management.
Experience managing staff, including hiring, performance management, salary administration, career development, motivation, and team building.
Experience with systems analysis and design, including data analysis, business-process analysis, and hardware and software analysis.
Experience with data model design, program specifications, and project request estimates.
Ability to act as a business relationship manager and support direction, analysis, definition, and prioritization of business requirements.
Ability to provide a single point of contact for the client.
Experience creating and administering department and project budgets.

Responsibilities

Lead production support and reliability for GC Digital applications and services.
Establish service ownership, support processes, escalation paths, runbooks, and operational standards.
Drive proactive service management focused on service health, prevention, customer impact, and rapid incident resolution.
Lead major incident response, communications, and root-cause management to prevent recurring issues.
Improve support efficiency through knowledge management, self-service, automation, and shift-left practices.
Define and execute an enterprise observability strategy across applications, integrations, and services.
Establish end-to-end monitoring using logs, metrics, traces, synthetic monitoring, and real-user monitoring.
Develop dashboards, alerting, SLIs/SLOs, and operational insights tied to business impact.
Use telemetry and operational data to improve detection, diagnostics, performance, and reliability.
Analyze incidents and operational trends to identify systemic issues and improvement opportunities.
Prioritize reliability, architecture, automation, and technical-debt initiatives based on production insights.
Partner with engineering teams to automate diagnostics, recovery, remediation, and operational workflows.
Build and maintain reusable operational knowledge through runbooks and documentation.
Apply AI and automation to enhance support, incident analysis, and knowledge management.
Establish metrics and service reviews to measure outcomes and drive continuous improvement.
Embed operational readiness into development, deployment, and release processes.
Define production-readiness standards, including monitoring, documentation, recovery, and ownership requirements.
Partner with Engineering, Security, and Infrastructure to improve reliability, resilience, automation, and security operations.
Promote DevSecOps practices and ensure operational insights inform engineering and architecture decisions.
Build and lead a high-performing, service-oriented Support & Observability team.
Establish accountability and partnerships across internal teams, vendors, and service providers.
Define and track operational metrics, including availability, restoration, incident recurrence, automation, and readiness.
Provide leadership visibility into service health, risks, and improvement priorities.
Foster a culture of ownership, prevention, learning, and continuous improvement.
Manage functional goals related to services, system health, performance metrics, and project management.
Manage staff, including hiring, performance management, salary administration, career development, motivation, and team building.
Perform systems analysis and design for projects and requests, including data, business process, hardware, and software analysis.
Design data models, create program specifications, and estimate project requests.
Act as a business relationship manager to direct, analyze, define, and prioritize business requirements.
Provide a single point of contact for the client.
Create and administer department and project budgets.