Manager, Support & Observability

Job Description Overview:

The Manager, Support & Observability will lead the production support, reliability and observability capabilities for GC Digital platforms. This role will evolve application support from primarily reactive incident resolution toward a proactive, data-driven model focused on service health, availability, security, resilience and continuous improvement. The position will establish and mature practices across application support, observability, incident and problem management, automation, DevOps and SecOps. The leader will partner with Engineering, Systems Engineering, Quality Assurance, Infrastructure and Security to ensure Digital services are designed, delivered and operated with reliability, supportability and security in mind.

What You'll Be Doing: 

Support & Service Reliability

• Lead production support and reliability for GC Digital applications and services.
• Establish service ownership, support processes, escalation paths, runbooks, and operational standards.
• Drive proactive service management focused on health, prevention, customer impact, and rapid incident resolution.
• Lead major incident response, communications, and root-cause management to prevent recurring issues.
• Improve support efficiency through knowledge management, self-service, automation, and shift-left practices.

Observability & Operational Intelligence

• Define and execute an enterprise observability strategy across applications, integrations, and services.
• Establish end-to-end monitoring using logs, metrics, traces, synthetic and real-user monitoring.
• Develop dashboards, alerting, SLIs/SLOs, and operational insights tied to business impact.
• Leverage telemetry and operational data to improve detection, diagnostics, performance, and reliability.

Continuous Improvement & Automation

• Analyze incidents and operational trends to identify systemic issues and improvement opportunities.
• Prioritize reliability, architecture, automation, and technical debt initiatives based on production insights.
• Partner with engineering teams to automate diagnostics, recovery, remediation, and operational workflows.
• Build and maintain reusable operational knowledge through runbooks and documentation.
• Apply AI and automation to enhance support, incident analysis, and knowledge management.
• Establish metrics and service reviews to measure outcomes and drive continuous improvement.

DevOps, SecOps & Operational Readiness

• Embed operational readiness into development, deployment, and release processes.
• Define production readiness standards, including monitoring, documentation, recovery, and ownership requirements.
• Partner with Engineering, Security, and Infrastructure teams to improve reliability, resilience, automation, and security operations.
• Promote DevSecOps practices and ensure operational insights influence engineering and architecture decisions.

Leadership & Governance

• Build and lead a high-performing, service-oriented Support & Observability team.
• Establish accountability and strong partnerships across internal teams, vendors, and service providers.
• Define and track key operational metrics, including availability, restoration, incident recurrence, automation, and readiness.
• Provide leadership visibility into service health, risks, and improvement priorities.
• Foster a culture of ownership, prevention, learning, and continuous improvement.

What We Are Looking For: 

• Typically requires a minimum of 10 years of related experience with a 4 year degree; or 8 years and an advanced degree; or equivalent experience.
• Responsible for managing to functional goals in the areas of services, system health, performance metrics, project management.
• Managing staff including hiring, performance management, salary administration, career development, motivation, teambuilding.
• Systems analysis and design to support projects and requests—data analysis, business process analysis, hardware and software analysis. Data model design, program specifications, project request estimates.
• Fulfill the role of a business relationship manager to assist in the direction, analysis, definition, prioritization of the business requirements. Provide a single point of contact for the client.
• Budget and Planning. Create and administer department and project budgets.

Work Arrangement: Hybrid: Tuesday, Wednesday, Thursday required office days for Panorama Office site; Monday, Friday-work from home. 

What’s In It For You: 

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

• Medical, Dental, Vision Insurance 

• 401k, With Matching Contributions 

• Short-Term/Long-Term Disability Insurance 

• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options 

• Paid Time Off (including sick, holiday, vacation, etc.) 

• Tuition Reimbursement 

• Growth Opportunities 

• Discounted RTD Passes, with convenient office location off RTD Light Rail (Dry Creek Exit) 

• On-site Café with Catering Option for Busy Lifestyles  

• 24/7/365 On-site Gym and Lockers, Free for Use to All Employees!  

• Bike Racks 

• And more! 

Are you being referred to one of our roles? If so, ask your connection at Arrow about our Employee Referral Process! 

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer. 

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)

All Arrow job postings are for existing job vacancies. We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.