Sr Observability Tech Support Associate

Who We Are

Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a valuesdriven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay as an employee of HCA you are eligible for the following benefits:

Medical Dental and Vision plans that include nocost and lowcost plan options

Immediate 401(k) matching and vesting

Vehicle purchase and lease discounts plus monthly vehicle allowances

Paid Volunteer Time Off with company donation to a charity of your choice

Tuition reimbursement

What to Expect

The Sr. Observability Tech Support Associate will support the observability platform generated problem tickets throughout its entire life cycle from initiation resolution and subsequent process improvement implementation in accordance with HCA IT Operations practices. This position will work closely with IT Operations Infrastructure Development and Applications teams to address potential and ongoing incidents and issues that may impact HCAs enterprise systems using the HCA Observability platforms (Dynatrace Solarwinds etc.

What You Will Do

1. Technical Support:

Support the observability platform generated problem tickets throughout its entire life cycle from initiation resolution and subsequent process improvement implementation in accordance with HCA IT Operations practices.

Monitor observability systems to ensure they are operating effectively and efficiently.

Provide technical support for observability tools such as monitoring logging and tracing systems.

Troubleshoot and resolve issues related to observability tools and systems.

Support and maintenance of the observability platforms and completion of standard requests such as access configuration standard configurations for additional metrics installation of agents and optimization of observability tools.

2. Platform Support:

Provide reports graphs and data to satisfy technical and business requirements as well as addressing requests from management and business departments as needed.

Analysis and review of anomaly detection alerts and findings from the observability platform to generate actionable recommendations that will be implemented by the appropriate application teams or solution owners

Creation and maintenance of documentation related to the HCA Observability platforms including user guides troubleshooting guides and best practices.

Conduct training sessions and workshops to educate users on observability tools and practices.

3. Continuous improvement

Identify opportunities to enhance observability tools and processes to improve system reliability and performance

Participate in incident response and RCA tasks by representing the observability function to support system health and ensure the maintenance of Division SLAs.

Collect and analyze user feedback to identify areas for improvement in observability tools and practices

What You Will Bring

Minimum 46 years experience including 2 years of Observability related experience specifically with the implementation and maintenance of observability solutions such as Dynatrace Solarwinds etc.

Experience using analytical tools scripting languages such as Python Bash Powershell and Configuration management tools such as Ansible Terraform etc.

Bachelors degree

Relevant certifications in observability and monitoring technologies a plus.

Technical Expertise: Strong understanding of observability tools and technologies such as Prometheus Grafana Elasticsearch and Kibana.

ProblemSolving: Excellent problemsolving skills to address technical issues related to observability.

Communication: Strong verbal and written communication skills to assist users and create documentation.

Customer Service: Ability to provide highquality support and ensure user satisfaction.

Analytical Skills: Ability to analyze system performance data and provide insights for improvement

Knowledge of Site Reliability Monitoring and Observability best practices and standards.

Proficiency in incident response practices coordination activities and IT troubleshooting techniques.

Understanding of Network Protocols System Administration Cloud Platforms and other IT solutions.

Work Environment

Employees in this class are subject to extended periods of sitting standing and walking vision to monitor and moderate noise levels. Work is performed in an office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .