Lead Customer Success Architect – Observability

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Swift Software Full time
About the Role

We are seeking a highly skilled Senior Observability & Service Management Coach & Success Architect to join our Customer Success team. As a pivotal member of our team, you will play a central role in our Agile transformation, collaborating closely with multi-functional squads to drive technical and customer-centric approaches.

This role involves building bridges with supported tribes, fostering collaboration, and collecting essential feedback from both technical teams and upper management. You will also contribute to the DevOps maturity roadmap, driving architectural patterns, and advocating for the adoption of Tooling Services.

Key Responsibilities

Contributor and Coach:

  • Play a multifaceted role as a contributor, designer, and coach, constantly seeking creative solutions.
  • Leverage existing technical knowledge and explore new processes, products, and technologies.
  • Collaborate with squads and engineers, providing technical and architectural guidance to shape the continuous Tooling portfolio evolution.
  • Advise on full DevSecOps lifecycle beyond the build-phase, by extending our portfolio to monitoring, observability and service management.

Success Architect Responsibilities:

  • Act as a strategic advisor and partner to our engineering leadership to provide recommendations to DevOps maturity roadmap, aligning it with customer needs and industry best practices.
  • Drive the definition of standard and tribe pipeline blueprints, promoting common architectural patterns for consistency and efficiency.
  • Act as the voice of the customer from the product tribes to the Tooling tribe, ensuring effective communication of customer feedback and requirements.
  • Grow and engage with DevOps champions, fostering a community of practice.

Customer Success Focus:

  • Drive a customer-centric approach in all DevOps practices, ensuring alignment with customer success.
  • Actively engage with internal customers, understanding their operational needs, and tailor DevOps solutions to drive their success.
  • Champion collaboration and build trust with customers, serving as a liaison between technical teams and upper management.
  • Accelerate and strive for frictionless onboarding to our internal services and seek to improve overall developer experience.
  • Document, educate and evangelize the recommended use of our services for long-term success via organizing trainings, conferences, hackathons, and keeping our knowledge base up to date.

Shared Contributions:

  • Work with engineering teams and squads to integrate monitoring, observability and service management concepts.
  • Collaborate on the design, development, and implementation of observability solutions.
  • Continuously assess and improve observability practices to enhance overall system reliability and performance.
  • Serve as a repository of knowledge, collecting, promoting, and coaching best practices across engineering teams and squads.
  • Conduct routine demos and solution presentations to teams across various locations, accommodating flexible timing based on global time zone needs.
Requirements

We are looking for a highly skilled professional with at least 5 years of experience in IT operations, with a focus on observability and service management. You should have knowledge of ITSM, ITOM, and ITAM principles, as well as experience working in Unix and/or Linux environments. System engineer experience is a plus, and maturity process assessments and/or Value Stream analysis are highly desirable. A 4 or 5-year university degree in computer science or related field is required, and experience working in agile teams is a must. Agile/Scrum tooling including Jira, Confluence, virtualized and containerization platforms, such as VMware, Docker and OCP, monitoring & Observability concepts and tooling, such as Elastic Stack, Grafana, Prometheus, and Change, Problem, Alert, Incident, Service Management (ITSM), using ServiceNow are also required.

About Us

We are Swift Software, a company that is constantly evolving and innovating. We are transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value — every instant of every day, in almost every country. Joining Swift gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you'll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the world. At Swift we are trusted every instant. Everything we do has an impact that matters. And as a member of our team, you are trusted to make your impact every day.

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