Monitoring and Observability Engineer

ParentPay Group - India; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

ParentPay Group in Pune, India, is seeking a Service Operations professional to proactively manage systems, administer monitoring platforms, and lead escalation for 3rd line support. The role emphasizes automation, documentation, and disaster recovery readiness.

The candidate should have 2+ years in IT service delivery, a related degree (MBA/IT/InfoSec), and strong communication. Experience with Education Technology is a plus in our fast-growing environment.

Qualifications

• 2+ years in IT service delivery or support.
• Degree in IT, Information Security or MBA.
• Experience with Microsoft technologies.
• Excellent communication in a service-centric environment.
• Knowledge of enterprise monitoring and automation is a plus.
• Experience in Education Technology is advantageous.

Responsibilities

• Proactively manage systems and services daily.
• Administer core monitoring platforms.
• Handle 3rd line support and escalation.
• Oversee capacity and performance for owned assets.
• Create and maintain knowledge articles.
• Develop automation scripts.
• Test business continuity and disaster recovery plans.
• Complete mandatory training.
• Contribute to service transition criteria.
• Participate in after-hours on-call rota.

Skills

IT service delivery

Communication skills

Workload prioritization

Change Advisory Board

Education Technology experience

Education

MBA or IT/Sec degree

Tools

Logic Monitor

API integrations

Microsoft Active Directory

Azure

SQL backups

Scripting

KQL

Job description

Description

ParentPay Group is Europe’s leading software product company and the UK’s largest education technology business. We are on a mission to bring next-generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.

Department: Service Operations

Location: Pune, India

ParentPay Group is Europe’s leading software product company and the UK’s largest education technology business. We are on a mission to bring next-generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.

Our market leading products use cutting edge cloud-based technology to streamline school processes, including secure web and mobile apps that enable secure online payments for school items such as meals, trips, clubs and uniform, improve parental engagement, simplify meal management and - through our product SIMS - collect and manage a database of student information and core school operations.

ParentPay Group’s new offices in Pune are a fantastic tech hub for those looking to boost their careers in software product development.

Our bright team FastTrack their career with international exposure and ways of working based on agile development best practices from globally renowned technology consultancies.

Key Responsibilities

• Undertake daily tasks and activities that ensure systems and services are proactively managed.
• Administer the core monitoring platforms and technologies.
• Manage 3rd line support activities and act as escalation within the service operations function.
• Oversee capacity and performance processes for assets that are owned by your teams.
• Creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Creation of automation scripts and routines that remove manual intervention from service operations.
• Testing and invocation of the business continuity and disaster service operations recovery plans.
• Completion of all mandatory training courses.
• Define acceptance criteria for the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.

Skills, Knowledge and Expertise

Exp: 2+ Yrs

• Experience working in an IT service delivery or support function OR
• MBA or Degree in Information Technology or Information Security.
• Experience working with Microsoft technologies.
• Excellent communication skills developed working in a service centric organization.
• Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
• Ability to manage and prioritize own workload.
• Experience leading technical or process-based forums and meetings such as the Change Advisory Board.
• Experience working within Education Technology would be an advantage.
• Advanced knowledge of enterprise monitoring solutions with Logic Monitor an advantage.
• Advanced knowledge of API integrations between monitoring and management systems
• Experience in creating end user monitoring solutions.
• Microsoft Active Directory configuration and support.
• Microsoft Azure cloud hosting platform administration.
• Management of data and SQL backup solutions.
• Advanced scripting and automation capabilities.
• Advanced knowledge of Azure analytics and KQL.