Manager, Support & Observability

Arrow Electronics•Denver, CO

3d•$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 to 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 manager will lead and develop a service-oriented Support & Observability team, establish operational standards and accountability, and provide leadership visibility into service health, risks, metrics, and improvement priorities. The role also includes staff management, business relationship management, systems analysis and design, and department and project budget planning and administration. The position is hybrid at the Panorama Office site: Tuesday, Wednesday, and Thursday are required office days, with Monday and Friday working from home.

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 related to 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, hardware and software analysis, data model design, program specifications, and project request estimates.
Ability to fulfill a business relationship manager role, including directing, analyzing, defining, and prioritizing business requirements and serving as a single point of contact for clients.
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 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 teams to improve reliability, resilience, automation, and security operations.
Promote DevSecOps practices and ensure operational insights influence engineering and architecture decisions.
Build and lead a high-performing, service-oriented Support & Observability team.
Establish accountability and strong 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 staff, including hiring, performance management, salary administration, career development, motivation, and team building.
Manage functional goals involving services, system health, performance metrics, and project management.
Perform systems analysis and design to support projects and requests, including data, business process, hardware, and software analysis; data model design; program specifications; and project request estimates.
Serve as a business relationship manager to assist with direction, analysis, definition, and prioritization of business requirements and act as a single point of contact for the client.
Create and administer department and project budgets.