Production engineer

The Production Engineer is responsible for driving the evolution of the firm's monitoring and observability capabilities while actively contributing to the day-to-day operations of the Managed Services organization.

The role combines technical leadership in monitoring platform modernization, automation, and operational intelligence with hands-on support responsibilities across client environments. As a member of the Chiasso-based Managed Services team, the individual participates in incident management, service monitoring, on-call rotations, client support activities, and operational governance to ensure the stability, availability, and security of client services.

The role also provides expertise and support for CIM-related incidents and operational challenges.

Primary Responsibilities

Monitoring & Observability Transformation

• Lead the enhancement and redesign of monitoring dashboards to fully leverage Zabbix Agent 2 capabilities.
• Drive the migration and decommissioning of legacy NWA Agent monitoring components.
• Integrate additional infrastructure and applications into the Zabbix platform, including:Vtom servers and batch processing componentsYear-End environmentsApplication and infrastructure log monitoring
• Improve the reliability, quality, and relevance of monitoring alerts and log parsing mechanisms.
• Prepare and support the deployment of new production monitoring infrastructure, including Zabbix servers and proxies.
• Define and implement security processes, governance, and lifecycle management for Zabbix and Agent 2.

Automation & Tool Integration

• Lead the replacement of MoniPiguet and the transition of monitoring capabilities to strategic platforms.
• Integrate Zabbix with ITM, Jira, and other operational tools to automate incident and ticket lifecycle management.
• Implement intelligent alerting and workflow automation, including:Batch-progress monitoringEscalation processesAlert acknowledgements for on-call teamsAutomated incident creation and closure where appropriate

Reporting & Continuous Improvement

• Produce KPI reports related to incidents, monitoring effectiveness, service availability, and operational performance.
• Analyze trends and recommend improvements to increase service reliability and operational efficiency.
• Contribute to service reviews, post-incident analysis, and continuous improvement initiatives.

Managed Services Operational Responsibilities

As a full member of the Chiasso Managed Services team, the individual will:

• Perform daily operational checks and health monitoring across client environments.
• Access client production and non-production environments to investigate incidents and service disruptions.
• Participate in incident management activities, including major incident response and resolution coordination.
• Take part in shift rotations and on-call schedules to provide support outside normal business hours.
• Contribute to change implementation, service requests, and operational support activities.
• Participate in client governance meetings, service reviews, and operational discussions where required.
• Maintain operational documentation, procedures, and knowledge articles.
• Support cross-functional collaboration with Technical Services, Product Owners, Development Teams, and Client Service Managers.

Client Ownership Responsibilities

The individual will progressively assume ownership responsibilities for designated clients, including:

• Acting as a key operational contact for assigned clients.
• Coordinating incident resolution and problem management activities.
• Monitoring service performance and identifying opportunities for improvement.
• Supporting operational reviews and client-facing discussions.
• Ensuring adherence to service commitments and operational best practices.

CIM Expertise & Support

• Provide advanced support and expertise for incidents involving CIM-related components.
• Assist Managed Services teams during investigations, troubleshooting, and root cause analyses involving CIM.
• Facilitate knowledge transfer and best-practice sharing across support and operational teams.
• Serve as a subject matter expert when CIM-related issues impact client services.

Requirements

• Strong understanding of FNZ’s operating model and products
• Proven involvement in monitoring modernization initiatives.
• Existing expertise in Zabbix, monitoring automation, and incident management processes.
• Knowledge of CIM and its operational support requirements
• English and French fluent required