Supervisor - Observability & Tooling

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an experienced leader to supervise the Cloud Observability Engineering and ServiceNow platforms, setting priorities and guiding timely delivery of complex initiatives.

You will recruit, onboard, coach, and assess team members, manage performance reviews, and foster accountability, collaboration, and ongoing skills development across both domains while aligning roadmap and stakeholder expectations with leadership.

Qualifications

• Bachelor's degree in a relevant field.
• Experience supervising or leading a technical team in observability, SRE, platform engineering, or ITSM.
• Solid knowledge of observability fundamentals: metrics, traces, logs, and context propagation.
• Familiarity with cloud technologies and Kubernetes.
• Knowledge of ServiceNow ITSM/ITOM is a plus.

Responsibilities

• Supervise and manage the Cloud Observability Engineering team and the ServiceNow Administration/Development team, setting priorities and assigning work.
• Recruit, onboard, coach, and develop team members; conduct performance reviews and support career growth.
• Act as the primary escalation point for both teams, removing blockers and ensuring timely delivery of initiatives.
• Oversee strategy, design, and operation of observability platforms like Coralogix, Quickwit, and CloudWatch.
• Guide OpenTelemetry usage for standardized telemetry collection and context propagation.
• Define alerting standards, dashboards, and SLO/SLA frameworks.
• Oversee ServiceNow platform governance, upgrades, and integration projects.
• Collaborate with engineering, SRE, ITSM, and business stakeholders to align priorities and roadmaps.

Skills

Team leadership

Communication

Stakeholder management

Observability concepts

Cloud technologies

OpenTelemetry

Kubernetes

Education

Bachelor's degree in Computer Science / IT

Tools

Coralogix

Quickwit

CloudWatch

Datadog

Grafana

Splunk

OpenTelemetry

Job description

What You'll Do

• Supervise and manage the Cloud Observability Engineering team and the ServiceNow Administration/Development team, setting priorities and assigning work.
• Recruit, onboard, coach, and develop team members; conduct performance reviews and support career growth.
• Act as the primary escalation point for both teams, removing blockers and ensuring timely delivery of initiatives.
• Foster a culture of accountability, continuous improvement, and knowledge sharing across both disciplines.

Observability Program Oversight

• Oversee the strategy, design, and operation of the organization's observability platforms, including Coralogix, Quickwit, and CloudWatch.
• Ensure consistent instrumentation and quality of metrics, traces, and logs across services, and guide the team's use of OpenTelemetry for standardized telemetry collection.
• Guide the team's approach to context propagation and baggage to support accurate distributed tracing across services.
• Oversee cardinality management practices to control telemetry cost, storage, and query performance.
• Ensure observability practices extend appropriately across cloud, container, and Kubernetes environments.
• Partner with engineering, SRE, and platform teams to define alerting standards, dashboards, and SLO/SLA frameworks.

ServiceNow Platform Oversight

• Oversee administration and development activities on the ServiceNow platform, including ITSM/ITOM workflows, custom applications, and integrations.
• Ensure platform governance, change control, upgrade planning, and adherence to best practices.
• Coordinate with business stakeholders to translate process requirements into ServiceNow platform capabilities.

Cross-Functional Collaboration

• Represent both teams in planning, budgeting, roadmap, and vendor discussions.
• Report on team performance, platform health, and key initiatives to leadership.
• Collaborate with adjacent engineering, infrastructure, and IT service management teams to align priorities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Prior experience supervising, managing, or leading a technical team (observability, SRE, platform engineering, or ITSM).
• Solid working knowledge of observability fundamentals: metrics, traces, logs, and context/baggage propagation for distributed tracing.
• Solid knowledge and understanding of Cloud technology concepts
• Familiarity with observability platforms such as Coralogix, Quickwit, and/or CloudWatch (or comparable tools such as Datadog, Grafana, or Splunk).
• Working knowledge of OpenTelemetry concepts and instrumentation practices.
• Understanding of cloud technologies, containerization, and Kubernetes at a level sufficient to guide engineering decisions and hold technical conversations.
• Understanding of cardinality and its impact on telemetry systems, cost, and performance.
• Familiarity with ServiceNow administration and/or development concepts (ITSM/ITOM workflows, platform governance).
• Strong communication, prioritization, and stakeholder-management skills.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

Preferred Qualifications

• Hands-on engineering experience building or operating observability pipelines, instrumentation, or ServiceNow customizations (a plus, not required).
• Experience with ServiceNow ITSM/ITOM modules, Flow Designer, or scripted integrations.
• Relevant certifications such as CKA, AWS/Azure/GCP certifications, ITIL Foundation, or ServiceNow CSA/CAD.
• Experience operating in a regulated or enterprise-scale environment.

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