Senior Monitoring Tools Engineer

The Enterprise Tools and Services team is dedicated to ensuring the continuous availability and robust performance of our Enterprise Monitoring and Event Management platforms, which support critical applications across the MassMutual Enterprise.

The ideal candidate will possess demonstrated expertise in working with Microfocus products (OBM, Sitescope), Microsoft SCOM, and application performance management (APM) solutions such as NewRelic, as well as proficiency with OpenTelemetry protocols. They must effectively manage multiple strategic priorities, projects, incidents, and service requests, skillfully allocating team resources to achieve desired outcomes and ensure customer satisfaction, all while maintaining established service-level agreement (SLA) response and resolution metrics. Additionally, familiarity with the underlying infrastructure supporting these platforms—including AIX, Linux, HP-UX, Solaris, Windows, and cloud environments (AWS and Azure)—is essential. Experience with integration tools such as ServiceNow and xMatters is highly desirable.

Job Responsibilities

• Respond to ad hoc and escalated support issues, serving as the primary escalation point for troubleshooting infrastructure components and resolving problems using standard operating procedures (SOP) and knowledge databases (KDB).
• Evaluate and implement necessary patches and fixes to maintain system integrity and reliability.
• Lead product upgrades in accordance with corporate governance and established project processes.
• Continuously assess application performance monitoring (APM) and event management infrastructure to ensure system resiliency and optimal health.
• Collaborate with architecture, business, and delivery teams to define the strategic direction for the event monitoring and management platform.
• Assist users in developing and refining monitoring policies that drive meaningful application outcomes.
• Identify and automate repetitive processes to improve operational efficiency.
• Coordinate cross-functional infrastructure teams to resolve incidents, enhance system performance, and support maintenance activities.
• Educate team members and application teams about new updates, patterns, and enhancements they should utilize and implement within their monitoring ecosystems.
• Communicate and collaborate with application support teams, technical resources, and stakeholders regarding status updates, technical issues, and solutions.
• Stay current with APM and event monitoring technologies, researching trends and future business needs, and sharing insights with relevant stakeholders.
• Build and maintain client trust through strong relationships and effective communication.
• Advocate for APM and event monitoring solutions, partnering with business application teams to promote engagement and adoption.
• Participate actively in team meetings and contribute to team objectives.
• Document best practices and operational procedures to promote consistency and knowledge sharing.
• Facilitate ongoing continuous improvement initiatives within the environment.
• Contribute to annual budget planning and manage platform capacity to support business requirements.
• Regularly review the platform to identify and achieve cost savings.
• Provide technical leadership in the development and implementation of a strategic, integrated dashboard by leveraging all MassMutual monitoring tools to deliver a comprehensive single pane of glass for various internal stakeholders.
• Conduct discovery and analysis activities to migrate the on-premise tooling (OBM, SiteScope) to SaaS equivalent, including the design and optimization of OPTIC reporting and dashboarding capabilities, in line with the long-term MassMutual strategy.
• Support the establishment and standardization of monitoring configurations for new platforms integrated into the MassMutual ecosystem, such as, but not limited to content management systems, Axway MFT, and batch processing observability solutions.

Technical Knowledge And Skills

• 5–8 years of experience administering enterprise monitoring and event management solutions.
• Proven ability to take ownership of issues and drive them to resolution.
• Exceptional interpersonal and communication skills, with demonstrated effectiveness in conveying information to both technical and non-technical audiences across geographically dispersed teams (via conference calls, Zoom, Microsoft Teams, Slack, and in-person interactions).
• Strong collaborative skills with the ability to manage multiple assignments simultaneously.
• Experience working in dynamic, iterative environments such as Agile with a proven track record of delivering strategic initiatives.
• Demonstrated initiative in recommending process improvements and applying creative problem-solving approaches.
• Self-motivated with a strong aptitude for quickly understanding new concepts.
• Excellent analytical, problem-solving, and decision-making abilities.
• Experience mentoring and guiding other administrators, as well as troubleshooting complex issues.

Preferred Skills

• Bachelor's degree in a relevant field
• Over 8 years of experience as an Application Performance Monitoring (APM) and enterprise monitoring and event management administrator
• Extensive expertise with cloud technologies, including monitoring applications and infrastructure within cloud environments
• Background in the insurance and/or financial services industries
• Proficient in utilizing JIRA Service Desk and Confluence for workflow and documentation management
• Strong blend of business acumen and analytical skills, complemented by deep technical proficiency in APM and enterprise monitoring and event management principles

Who We Are – MassMutual Romania
MassMutual Romania is a technology partner of MassMutual, a leading financial services company in the U.S., with a more than 170-year legacy. Established in 2020, the Romanian company is building an in-house team passionate about technology and innovation. We have expertise in software development, data science, and a wide range of technologies. With offices in Bucharest and Cluj, and team members across the country, MassMutual Romania develops technological solutions that help MassMutual deepen its digital capabilities and accelerate its growth in a digital-first world.