Job Information
Pilot Company Manager, Enterprise Monitoring and Observability in Knoxville, Tennessee
Company Description
Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.
Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated to fueling people and keeping North America moving.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state or local law.
Job Description
The purpose of this position is to lead the Monitoring and Observability practice across the Pilot Company enterprise. The role will establish monitoring and observability, proactive solutions, alerting, automation, and site reliability for business-critical systems and platforms.
Oversee, lead, and set priorities for the Monitoring and Observability team specifically focused on monitoring and observability, proactive solutions, alerting, automation, and site reliability
Coach, train and develop direct reports (includes appraising job performance and conducting performance reviews)
Lead team of site reliability engineers (SRE) to develop enterprise logging, metrics, and traces for business-critical systems as well as dashboards (visibility) for different levels of support
Work with infrastructure, product, and support teams to define tools and strategy to ensure full observability, alerting, and proactive monitoring of business-critical systems
Integrate full observability and proactive monitoring practice with ITSM Office to ensure tracking and timely communication of incidents, outages, and issues
Collaborate with Business and IT stakeholders to define thresholds, SLAs, and runbooks and help proactively identify issues and drive down reoccurring incidents
Lead oversight of third party vendors’ work to ensure vendors fulfill contractual commitments and statements of work
Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system efficiencies
Serve as a subject matter expert and maintain knowledge of current industry trends and developing technologies
Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level
Ensure all activities are in compliance with rules, regulations, policies, and procedures
Complete other duties as assigned
Qualifications
Bachelor’s degree or associate degree required; field of study in technology preferred
Minimum seven years’ experience in technology or related field required
Minimum one year’s experience managing people preferred
Intermediate knowledge of ITSM/ITIL
Intermediate knowledge of Splunk/ITSI, AWS CloudWatch, APM (AppDynamics), SolarWinds, Grafana, Prometheus, or similar.
Working knowledge of service-oriented architecture (SOA), microservices, and/or API network design paradigm
Working knowledge of network protocols/technology, databases, and application servers and their roles in service delivery
Experience using cloud native technologies (Kubernetes, OpenTelemetry, GitHub) in a production environment
Ability to lead and motiviate team
Excellent analytical and problem solving skills for diagnosis, evaluation and resolution of complex problem situations
Ability to work and make decisions independently to determine the appropriate course of action for issues and incidents
Ability to work in a fast-paced environment and manage multiple responsiblities simultaneously
Ability to provide excellent customer service
Ability to collaborate and build consensus within a team, fostering a positive atmosphere
Well organized with attention to detail
Travel required less than 5%
Role will require work outside or normal business hours, including nights and weekends to provide support as needed
General office work requiring sitting or standing for long periods of time, including on airplanes and in cars
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Pilot is an Equal Opportunity Employer. Pilot does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.