Head of Service Intelligence

Job Description for Head of Service Intelligence

Location: Bucharest, Romania

At Aeris, we are at the forefront of the IoT revolution, connecting more than 70 million cellular IoT devices globally in our IoT Platform Services via our telecom operator partners and enterprise customers, providing cutting-edge SaaS solutions that enable businesses to harness the power of connected devices. Our largest industry segments are Automotive, Utilities and Transport & Logistics, using eSIM technologies.  Headquartered in Chicago with offices around the world, Aeris is the preeminent IoT software company globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.

• We do things differently . As a pioneer in an industry poised to reshape every sector of the global economy, we can’t settle for another company’s tried and tested template. Innovation is the key to our success and it’s reflected in everything we do: from product design to corporate wellness.
• We are owners . Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and autonomy needed to be truly creative.
• Values are essential . We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work.
• We walk the walk on diversity, inclusion and belonging . We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.
• Career elevation . Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.

Key Responsibilities:

Aeris communications is looking for a visionary Head of Service Intelligence who will establish and lead the Aeris observability practice from innovation to design and execution across all of Aeris’ services.

• Develop and implement a unified observability strategy, including the selection of tools and platforms that enhance monitoring, logging, and diagnostic capabilities across all of Aeris’ cloud based and on-prem services.
• Own the development of metrics and KPIs for measuring outcomes and trends to inform decision making
• Directly collaborate with engineering, operations, and support teams to establish observability best practices and to understand internal customer requirements.
• Lead and mentor a high-performing team of service intelligence architects and engineers, fostering a culture of innovation, continuous improvement, continuous optimization, and automation
• Manage resource assignment and project prioritization for the Service Intelligence team.
• Stay connected to industry trends and emerging technology, such as AI, that can advance and optimize Aeris observability capabilities

Minimum Qualifications:

• Bachelor's degree in a Technical Discipline (CS, EE, Math, Physics, etc.)
• Minimum 10 years of experience in building, managing and leading engineers and architects
• Minimum 5 years of experience in designing and developing service, application, and infrastructure observability for cloud and/or on-prem.
• Strong leadership and team management skills, with the ability to lead, mentor, and motivate a high-performing team.
• Hand-on experience working with cloud based and on-prem monitoring and logging systems, and business analytics tools
• Hands on experience with the following or similar tools: Grafana, Prometheus, ELK, Nagios, SolarWinds, Zabbix, OpsGenie
• Hands-on data analytics experience
• Hands on experience with Databases (SQL/NoSQL)
• Hands-on experience in Linux/Unix environment and scripting languages: Shell, Perl, Python

Preferred Qualifications:

• Excellent problem-solving skills, with a proven ability to identify and implement innovative solutions.
• Expert knowledge of observability principles and best practices with a broad understanding of tools that enable observability
• Expert knowledge of cloud and on-prem infrastructure monitoring, application performance monitoring, tracing, service monitoring, and alerting
• Customer focused and data driven
• Superior communication and collaboration skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders.
• Thought leader who is up to date with the industry trends
• Ability to adapt to time critical deadlines and changing priorities in a fast-paced environment