New Relic Specialist

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock arms

We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show hustle
We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace change
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

Elevate empathy
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never settle
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

But enough about us. Let’s talk about you.

We are seeking a skilled New Relic Specialist with strong Service Desk experience to join our Managed Services Team. The ideal candidate will be responsible for monitoring, analysing, and improving application and infrastructure performance using New Relic. Additionally, they will provide support to the Service Desk team, ensuring smooth operations, incident resolution, and user support. 

What you’ll do:  

• Deploy, configure, and maintain New Relic monitoring tools across applications, servers, and cloud infrastructure. 

• Monitor performance dashboards and proactively identify issues related to application performance, server health, and end-user experience. 

• Analyse and interpret New Relic metrics, creating actionable insights to improve system performance and availability. 

• Collaborate with developers & DevOps to troubleshoot and resolve performance bottlenecks. 

• Configure alerts, thresholds, and dashboards to provide real-time visibility into system health and key performance indicators (KPIs). 

• Generate performance reports and provide recommendations for optimization. 

• Act as the subject matter expert (SME) for New Relic tools and train internal teams on effective usage. 

• Provide Level 1 support for end-users, responding to incidents, requests, and escalations. 

• Utilize IT Service Management (ITSM) tools such as Atlassian JSM to document, track, and resolve tickets effectively. 

Who you are:   

• Minimum 4+ years of experience in New Relic administration  

• Minimum 4+ years of experience in Atlassian Tools 

• A proactive IT professional with a strong background in application and infrastructure monitoring. 

• A self-starter who thrives in both independent and collaborative environments. 

• Someone with strong analytical and troubleshooting skills who can identify root causes and deliver effective solutions. 

• A customer-focused individual with excellent communication skills, both verbal and written. 

• An organized professional with the ability to multitask and prioritize in a fast-paced environment. 

What you bring:   

• Education: Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience). 

• ITIL Certification  
• Preferred – Atlassian Certification  
  
  

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.