At Kyndryl, we run and reimagine the mission‑critical technology systems that drive advantage for the world's leading businesses. Join us and experience a flexible, supportive environment where your well‑being is prioritized and your potential can thrive. Own and mature the enterprise observability and service reliability strategy.

Define standards for monitoring applications, infrastructure, cloud platforms, networks, endpoints, APIs, databases, middleware, and other critical technology services. Establish expectations for metrics, logs, traces, events, synthetic monitoring, real user monitoring, digital experience, service health, and business transaction visibility. Create a consistent enterprise approach while allowing teams to use monitoring technologies suited to their platforms and services.

Identify monitoring gaps, redundant capabilities, excessive alerting, and opportunities to improve visibility. Move the organization from traditional monitoring toward proactive, predictive, and automated operations.

Service Reliability Engineering

Establish and mature the organization’s service reliability framework. Partner with technical service owners to define monitoring requirements for critical applications and services. Ensure monitoring reflects the complete service, including application performance, infrastructure, dependencies, integrations, user experience, business transactions, capacity, and failure conditions.

Define minimum observability requirements based on service criticality and business impact. Help teams establish meaningful Service Level Indicators, Service Level Objectives, availability targets, performance thresholds, and health measures. Use reliability data, incidents, problem records, capacity trends, and telemetry to identify systemic weaknesses and prioritize improvements.

Technical Thought Leadership

Serve as the enterprise technical authority for observability, monitoring, and service reliability. Provide architectural guidance to application, infrastructure, cloud, engineering, DevOps, SRE, cybersecurity, and operations teams. Develop enterprise monitoring patterns, reference architectures, standards, and reusable capabilities.

Guide technical teams in selecting appropriate monitoring methods and technologies for specific platforms and use cases. Evaluate emerging observability, AIOps, automation, analytics, and service reliability capabilities for measurable operational value. Provide strategic oversight for the enterprise observability and monitoring tool ecosystem.

Establish standards for instrumentation, tagging, alerting, dashboards, integrations, service mapping, ownership, and data quality. Partner with technical teams to maximize platform value while reducing tooling duplication and complexity. Manage strategic technology and vendor relationships to ensure observability investments deliver measurable operational value.

Provide strategic leadership for enterprise use of Dynatrace across applications,



infrastructure, cloud, and digital services. Drive adoption of application performance monitoring, distributed tracing, real user monitoring, synthetic monitoring, infrastructure monitoring, logs, topology, service health, and intelligent problem detection. Partner with technical owners to improve application instrumentation and ensure Dynatrace provides meaningful service visibility.

Nexthink and Digital Employee Experience Lead the enterprise strategy for Nexthink and Digital Employee Experience. Provide visibility into endpoint health, application performance, employee technology experience, device reliability, and technology friction. Partner with Digital Workplace, Service Desk, application teams, and infrastructure teams to identify and remediate issues proactively.

Use experience data to reduce support demand, improve employee productivity, and identify systemic technology issues.

Event

Management, AIOps, and Automation Improve operational signal quality by reducing noise and increasing alert relevance. Integrate observability platforms with ITSM, incident management, automation, collaboration, configuration, and operational data platforms. Develop capabilities that help support teams detect degradation earlier and understand business impact faster.

Governance, Metrics, and Continuous Improvement Establish governance for enterprise monitoring standards, tooling, integrations, data quality, licensing, and adoption. Develop executive and operational reporting that provides insight into service health, reliability, performance, and user experience. Use service measures to identify reliability risks, guide investment decisions, and prioritize service improvements.

Service availability and reliability Monitoring coverage for critical services Service Level Objective attainment Alert quality and noise reduction Digital Employee Experience Recurring service degradation Lead and develop observability, monitoring, reliability, and platform engineering professionals. Create an engineering culture focused on proactive operations, technical excellence, automation, and measurable service outcomes. Build strong partnerships with application owners, platform owners, infrastructure, cloud, network, cybersecurity, Digital Workplace, DevOps, SRE, Service Management, and business teams.

Influence technical teams without relying solely on direct reporting authority. Create clear accountability for monitoring coverage and service reliability across the enterprise. Partner with Incident, Problem, Change, Major Incident Management,



and Operational Resilience teams to improve detection, recovery, and prevention.

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent professional experience. ~8 or more years of experience in observability, application performance, service reliability, infrastructure, cloud, engineering, or enterprise technology operations. ~3 or more years of technical leadership or people leadership experience. ~ Experience designing and operating monitoring and observability capabilities in complex enterprise environments. ~ Experience with Dynatrace and familiarity with Nexthink or comparable Digital Employee Experience technologies. ~ Knowledge of observability technologies, monitoring architectures, application performance management, infrastructure monitoring, event management, logging, tracing, synthetic monitoring, and user experience monitoring. ~ Understanding of up-to-date enterprise applications, cloud technologies, containers, APIs, networks, databases, infrastructure, and distributed architectures. ~ Experience defining service health, reliability measures, Service Level Indicators, Service Level Objectives, and operational performance standards. ~ Ability to influence senior technical leaders and translate complex technical concepts into business risk and operational outcomes. ~ Strong leadership, architecture, analytical, problem-solving, communication, and stakeholder management skills.

Experience with ServiceNow and enterprise event management platforms.

Experience with Site Reliability Engineering, DevOps, AIOps, automation, OpenTelemetry, cloud native monitoring, and modern observability architectures.

Experience establishing enterprise monitoring standards or observability reference architectures. The "Kyn" in Kyndryl means kinship, which represents the robust bonds we have with each other, our customers and our communities. That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers.

We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow.

Our Be

Well programs are thoughtfully designed to support your financial, mental, physical, and social health - because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute - you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities - from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. We want you to thrive here - and we’re committed to helping you do just that. #

📌 Associate Director, Observability and Service Reliability (Toronto)
🏢 Kyndryl
📍 Toronto