Performance Monitoring & Observability Engineer

About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Summary/Overview Statement

As part of the Platform Performance Management team within the Platform Engineering and Operations group, the Performance Management Engineer maintains the enterprise application and platform performance monitoring systems. The role includes working with business and technical teams to enroll new and existing applications and services in enterprise monitoring and observability tools, define and implement monitoring alerts, configure monitoring tools for effective use by application teams, and bridge performance monitoring and performance analytics tools to facilitate real-time and historical visibility of instrumented applications and services.

The Engineer focuses on customer service and rigorously practices operational discipline in instrumenting and maintaining performance monitoring tools and methodologies. The Engineer also provides subject matter expertise and support for application and service owners who are diagnosing performance issues and forecasting capacity needs.

Principal Duties and Responsibilities

• Maintain and support performance monitoring platforms and tools.

• Develop custom extensions to enable monitoring of enterprise platforms and systems as well as external systems, including Software as a Service (SaaS) solutions.

• Work with platform and application owners to:

• Establish end-to-end visibility objectives for critical platforms and applications.

• Clarify monitoring requirements and business needs.

• Instrument monitoring tools to meet agreed-upon requirements.

• Work with technical and business teams to proactively review performance monitoring efficacy and identify opportunities for improvement.

• Maintain professional affiliations to stay on top of evolving performance monitoring and observability strategies and technologies.

• Utilize standard work and project management tools and adhere to standard change management protocols.

• Use the MGB values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

• Perform all other duties as assigned.

Qualifications

• Bachelor's degree or equivalent experience required.
• 10 years of related experience in healthcare or a related field.
• 10 years of prior experience in performance monitoring and management.

Skills/Abilities/Competencies Required

• Knowledge of, and demonstrated experience with, monitoring and key performance indicators on:

• Windows and Unix servers

• Storage and virtualization platforms

• Public cloud platforms and services

• Software as a Service (SaaS) providers

• Extensive experience with performance monitoring tools and, ideally, with modern full-stack observability tools.

• Extensive experience with Dynatrace is strongly preferred, including developing custom extensions.

• Fluency in Python and Javascript.

• Familiarity with RESTful API integration in monitoring tools.

• Familiarity with application and service design and architecture principles.

• Excellent verbal and written communication skills.

• Demonstrated ability to interact with all levels of the organization.

• Demonstrated commitment to the delivery of high-quality customer service.

• Demonstrated experience as a collaborator, working across different teams/groups and with vendors to achieve results.

Working Conditions

• Remote/home office, with potential travel to Mass General Brigham locations (standard remote worker equipment will be provided).

• Potential need to work in patient care areas.

• May require 24X7 responsibilities, including evening, night, and weekend hours as needed.

• Requires regular participation in an on-call rotation, which includes responding to 24x7 alerts during the on-call period and requires remote access to resolve issues.

Supervisory Responsibility

• None.

Fiscal Responsibility

• Participate in budget planning exercises and provide budgeting guidance to Platform Performance Management leadership to maximize cost-benefit.