Monitoring & Observability Operations Manager

Position overview

The Monitoring & Observability Operations Manager develops and maintains the Monitoring & Observability strategy, roadmap, tooling direction and operational delivery within the broader strategic direction set by the Head of IT Infrastructure & Operations. The role is primarily accountable for establishing and running a resilient, compliant and service-oriented 24x7 monitoring and observability function that protects critical medical-device platforms, patient-facing applications, SAP and infrastructure services. Decisions related to tools, processes and services are made within the role’s area of responsibility and in alignment with the Head of IT Infrastructure & Operations. The manager will initially build the Hyderabad-based observability operations team and directly manage the L1 Observability / NOC Operators, develop the service model, standardize runbooks and dashboards, and ensure actionable alerting, timely escalation and measurable operational outcomes. Involvement in transformation initiatives across other Infrastructure areas is limited to providing Monitoring & Observability input, integration requirements and operational readiness support where required.

Key Responsibilities:

• Develop and maintain the multi-year Monitoring & Observability vision, service strategy, capability maturity model, tooling roadmap, automation roadmap and investment priorities within the broader strategic direction set by the Head of IT Infrastructure & Operations. Align observability capabilities with business, infrastructure, security and Digital & AI objectives.
• Ensure effective delivery of the 24x7 monitoring service, service reviews, SLA management, operational governance, escalation management and continuous service improvement. Own service health, availability and operational performance.
• Own monitoring, logging, event management, dashboarding and alerting platforms. Define tool standards, process requirements, integration patterns, onboarding requirements, alert quality metrics and technology lifecycle plans within the role’s area of responsibility and in alignment with the Head of IT Infrastructure & Operations.
• Build the Monitoring & Observability operations team and directly manage the L1 Observability / NOC Operators during the initial people leadership scope. Manage workforce planning, recruitment, coaching, performance routines, capability development and employee engagement, with the shift lead model evolving as the service matures.
• Ensure compliance with GxP, ITIL, cybersecurity, audit and operational resilience requirements. Conduct operational reviews, KPI reporting, risk management and audit readiness activities.
• Drive Monitoring & Observability maturity, event correlation, AIOps initiatives, automation and operational analytics within the role’s service scope. Provide limited input to transformation initiatives across other Infrastructure areas where Monitoring & Observability integration, alerting, dashboards, reporting or operational readiness are required

Skills & Experience:

• Experienced operations leader with proven background in observability, monitoring operations, NOC/SOC operations, infrastructure services, cloud platforms or application operations.
• Strong understanding of ITIL practices, incident management, major incident escalation, service reporting, runbook design and shift operations.
• Practical experience with enterprise monitoring/logging tools, ideally LogicMonitor, Greylog or equivalent monitoring, logging and dashboarding platforms.
• Ability to develop a Monitoring & Observability strategy and convert it into a practical roadmap, governance structure, tooling backlog and service improvement plan, aligned with the Head of IT Infrastructure & Operations.
• Experience building and directly managing L1 operational teams across shifts, including workforce planning, rota management, coaching, performance routines and capability development.
• Strong risk, compliance and audit-readiness mindset, ideally within a regulated or GxP-relevant environment.
• Ability to communicate operational performance, risks and investment needs to senior IT stakeholders in a clear and evidence-based manner.

Qualifications & Education:

• Bachelor’s degree or equivalent experience in Computer Science, Information Technology, Engineering or a related discipline.
• ITIL v4 Foundation or higher preferred.
• Relevant certifications in monitoring, cloud, infrastructure, security operations or service management are desirable.

Working Conditions & Special Factors:

• Hybrid working model where applicable, with regular presence required to support the operational team and service readiness.
• Role supports a 24x7x365 operational environment and may require availability for major incidents, escalations and executive updates.
• Some travel may be required to support global governance, site engagement, training or service transition activities.
• On-call availability to address critical incidents
• Flexibility to work in regulated environments with strict compliance, validation, audit and operational resilience expectations.

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About Convatec

Pioneering trusted medical solutions to improve the lives we touch:

Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.