Monitoring Engineer

Key Responsibilities

1. Real-Time Monitoring & Event Management

• Monitor enterprise systems applications integrations and infrastructure using centralized monitoring tools
• Track health availability and performance of:
  • DTC and B2B eCommerce platforms and websites
  • ERP systems (SAP ECC BW etc.)
  • POS systems and retail operations
  • Integration platforms (APIs EDI middleware)
  • Cloud Infrastructure and Network Infrastructure
• Identify anomalies alerts and potential incidents in real time
• Ensure all critical alerts are acknowledged within defined SLAs

2. Incident Detection & Triage (L1 Operations)

• Perform first-level triage and validation of alerts
• Classify incidents based on severity business impact and urgency
• Execute predefined runbooks and standard operating procedures (SOPs)
• Resolve common and repeatable issues where possible
• Document diagnostic findings clearly to accelerate L2/L3 resolution

3. Escalation & Coordination

• Escalate incidents to L2 Application Support or L3 Product/Engineering teams as required
• Ensure proper documentation and context is provided during escalation
• Act as the central coordination point during incidents ensuring communication across teams

4. Incident Management & Communication

• Create and manage incident tickets in ITSM tools (e.g. ServiceNow)
• Maintain accurate and timely updates throughout the incident lifecycle
• Communicate status updates to stakeholders including business users when required
• Support major incident coordination by providing timely updates documentation and bridge call support as directed by the Incident Manager

5. Proactive Monitoring & Prevention

• Identify recurring issues and trends
• Recommend improvements to monitoring thresholds alerts and automation
• Provide incident timelines logs and supporting data to assist problem management and RCA activities led by L2/L3 teams

6. Automation & Continuous Improvement

• Collaborate with L2/L3 teams to:
  • Enhance monitoring coverage and observability
  • Support automation and automate repetitive tasks where possible
  • Improve alert quality (reduce noise eliminate false positives)
• Maintain and update runbooks and knowledge base articles / documentation

7. Global Operations Model

• Participate in a 247 shift-based model (follow-the-sun across regions)
• Ensure seamless handover between shifts and regions
• Maintain operational discipline and adherence to SLAs and OLAs

Required Skills & Experience

Technical Skills

• Experience with monitoring and observability tools (e.g. Dynatrace Datadog Splunk New Relic AppDynamics Zabbix Nagios PRTG etc.)
• Understanding of:
  • eCommerce Point of Sale and B2B Web and platforms
  • ERP systems (preferably SAP)
  • API integrations and middleware (e.g. Boomi)
  • Cloud and Network Infrastructure
  • Database system performance indicators
• Familiarity with cloud environments and distributed systems
• Basic knowledge of networking databases and system performance
• Ability to interpret logs dashboards and monitoring alerts

Operational Skills

• 4-6 Years of relevant domain experience.
• Strong incident management and troubleshooting skills
• Experience working in 247 operations or NOC environments
• Knowledge of ITIL processes (Incident Problem Change Management)
• Ability to follow and execute structured runbooks and escalation matrices

Soft Skills

• Strong analytical and problem-solving ability
• Clear and concise communication (verbal and written)
• Ability to perform under pressure during critical incidents
• High attention to detail and operational discipline

Preferred Qualifications

• Experience in retail eCommerce or global enterprise environments
• Exposure to e Commerce POS and SAP ecosystems
• Familiarity with automation/scripting (Python Shell etc.)
• ITIL certification (preferred)

Work Model

• 247 shift-based operations (rotational shifts)
• Follow-the-sun support across APAC EMEA and AMER

Handover discipline between shifts is critical

Movado Group Inc. is an equal opportunity employer. It prohibits discrimination based on age color disability marital or parental status national origin race religion sex sexual orientation gender identity veteran status or any other legally protected status in accordance with applicable federal state and local laws.