Senior Specialist - Systems Administration

Marsh McLennan•Toronto, ON

7d•CA$100,400 - CA$150,400•Hybrid

About The Position

We are seeking a talented individual to join our team at Mercer. This role will be based in Toronto. This is a hybrid role that has a requirement of working at least three days a week in the office. The Observability Engineer is a seasoned professional to leverage telemetry and observability to drive site‑reliability improvements, optimize instrumentation, and deliver consolidated alerting and service‑level reporting. You will manage and tune enterprise monitoring toolsets, design integrations and automation for remediation and self‑service, apply ITIL practices within an agile model, lead implementations, mentor junior staff, and align monitoring activities with business needs.

Requirements

Minimum 10 years of IT experience, ideally within mid- to large-sized global organizations.
Deep understanding of application service composition and cross‑technology dependencies (application services, databases, and infrastructure).
At least 5 years of hands‑on experience with system and application monitoring, APM, synthetics, and real‑user monitoring using technologies such as OpenTelemetry, Prometheus, Datadog, Splunk, LogicMonitor, BigPanda, ServiceNow ITOM, or comparable tools (Dynatrace, New Relic, Elastic).
Proven experience using ServiceNow (Incident, Configuration/CMDB, Problem, and Change modules) to manage work, incidents, and configuration items.
Comfortable working in agile teams and using tools like JIRA or Azure DevOps for backlog management, sprint planning, and tracking.

Nice To Haves

Hands-on experience with ServiceNow (Incident, Configuration, Problem, Change) to manage and update assigned work, coupled with demonstrated application of core project management approaches to plan, track, and deliver tasks.
Proficient with Datadog platform administration and monitoring capabilities, and experienced deploying and configuring OpenTelemetry — including planning, optimization, and migrations from other toolsets.
Instrumentation expertise to align user experience with service optimization and telemetry, and the ability to work independently while providing clear, timely updates to peers and stakeholders.

Responsibilities

Use telemetry and observability data to drive site-reliability improvements, optimize instrumentation, and support consolidated alerting and service-level status across platforms.
Configure, maintain, and tune enterprise monitoring and observability toolsets; design and implement integrations for unified alerting and status reporting.
Partner regularly with application, platform, and stakeholder teams to ensure deployed instrumentation is effective and to optimize telemetry, dashboards, and reports for actionable insights.
Identify and implement automation opportunities (self-service, simplified administration, automated remediation and deployments) to improve operational efficiency.
Apply ITIL practices (Event/Availability, Service Level, Problem, Change, and Configuration Management) and participate actively in agile planning and team collaboration.
Lead complex implementations and projects, mentor junior staff, and communicate project status, risks, and issues clearly to technical and business audiences.
Maintain a strong customer focus: manage expectations, build user trust, and align monitoring and reliability activities with business objectives.