Observability Manager

As Observability Manager, you establish end-to-end visibility across IT services to support incident, problem, change, and service improvement processes. You will define the observability roadmap and deliver scalable monitoring across infrastructure, apps, and services. You’ll enable proactive monitoring, rapid incident detection, and data-driven improvements, working with cross-functional teams to align with security and regulatory requirements. This role sits at the heart of Merlin’s digital and data transformation to enhance the guest journey.

• Merlin Annual Passes
• Merlin Magic Pass
• 33 days holiday
• Company bonus
• Private pension scheme
• 40% discount on LEGO

• 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 boost visibility and performance
• Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution
• Support Major Incident and Problem Management with real-time insights and 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 for robust service models
• Track platform usage, costs, KPIs, and outcomes; report to technology and business stakeholders
• Collaborate with Service Delivery, Engineering, Operations, and third-party partners to maximise value
• Ensure observability practices comply 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

• Stakeholder management
• Communication
• Analytical thinking
• Observability and telemetry concepts
• LogicMonitor
• ManageEngine