• IT Manager of Observability and Support

    Insight Global (Atlanta, GA)


    Job Description

    The IT Manager of Support & Observability will lead both onshore and offshore support teams, ensuring systems are monitored effectively and issues are resolved quickly. Their day typically starts with reviewing incident metrics, response times, and open tickets, followed by team stand-ups and escalations. They will actively monitor system dashboards, participate in observability standups to evaluate and roll out new features, and coordinate with Level 3 teams on complex issues. This role involves overseeing incident management from start to finish, driving proactive monitoring practices, and aligning IT support with business priorities. They will also contribute to planning sessions (such as PI Planning), stay tuned into infrastructure updates, and track offshore team progress to ensure deadlines and service levels are met.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • Leadership & Vendor Management – Prior experience managing offshore teams (India) and successfully transitioning from one vendor to another, while being based in the U.S.

    • Observability Expertise (Dynatrace) – Deep knowledge of Dynatrace, including setup, modules, and advanced features. Able to train and upskill the support team on using Dynatrace to improve monitoring and incident response.

    • Proactive Monitoring – Ability to shift support from reactive to proactive by implementing predictive analysis and leveraging observability data.

    • Azure Knowledge – Familiar with Azure PaaS solutions (Logic Apps, Function Apps, app hosting capabilities).

    • Managed Services & APIs – Understanding of PaaS-managed services and API concepts to support integrations and troubleshooting.

    • Incident Support – Willingness to occasionally provide off-hours support during critical issues.

     

    Proven Managerial Experience – Demonstrated background in leading IT support and/or observability-focused teams. · Microsoft Azure Certifications (AZ-104, AZ-304).

     

    • Dynatrace Certification.

    • ITIL Certification (best practices for IT service management).

     

    Background as a hands-on developer (Java or .NET).