• Responsible for optimizing performance through technology and maximizing Capacity Management goals. • Responsible for analyzing trends and volumes or issues, patterns, as well as developing models, forecasts and recommendations to anticipate future demand. • Collaborates with key stakeholders, end users and project team members to identify and resolve issues regarding all phases of assigned projects including assessment, design build, testing, training and implementation. • Provides reports, assessments and information to Capacity Management Leadership to aid in the optimal functioning of team. • As required, provide leadership on project tasks and mentor other project analysts as appropriate. • Provide ongoing support of Capacity Management systems as needed in support of production operations to ensure functionality and effectiveness.

• Serve as the primary escalation point for complex Help Desk issues. • Troubleshoot and resolve hardware, software, operating system, mobile device, and network connectivity issues. • Support highly technical engineering users and business professionals. • Manage incidents through resolution while maintaining excellent customer communication. • Support conference room technologies, printers, mobile devices, VPN connectivity, and remote workforce technologies. • Participate in after-hours support rotation as required. • Mentor Tier 1 technicians and provide technical guidance. • Administer Microsoft 365 E5 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Copilot. • Support Entra ID and Hybrid Active Directory environments. • Manage user lifecycle activities including onboarding, transfers, and offboarding. • Maintain security groups, distribution lists, and access permissions. • Support Conditional Access, MFA, Self-Service Password Reset, and identity governance initiatives. • Assist with access reviews and compliance activities. • Administer Microsoft Intune and Windows Autopilot. • Manage Windows 11 device deployments and lifecycle management. • Support Android Enterprise and Apple Business Manager deployments. • Maintain compliance policies, configuration profiles, and security baselines. • Deploy and troubleshoot software using Intune and related management tools. • Manage operating system, driver, firmware, and BIOS updates. • Support Windows Server environments. • Assist with administration of Dell Hyper-V clusters. • Perform virtual machine provisioning, monitoring, and maintenance. • Support enterprise storage, server hardware, and backup systems. • Administer Active Directory, DNS, DHCP, Group Policy, and file services. • Monitor infrastructure health using enterprise monitoring platforms. • Assist with disaster recovery and business continuity initiatives. • Support Microsoft Defender, endpoint security, and threat remediation activities. • Assist with phishing investigations and response efforts using KnowBe4. • Maintain security baselines and patch compliance. • Participate in vulnerability remediation. • Assist with audits, policy reviews, and documentation efforts. • Support Zero Trust and cybersecurity maturity initiatives. • Troubleshoot DNS, DHCP, TCP/IP, wireless networking, VPN technologies, and Cisco networking infrastructure. • Support WAN connectivity between company locations. • Work with networking vendors and internal administrators on escalated issues. • Develop PowerShell scripts to automate repetitive IT tasks. • Improve provisioning, onboarding, reporting, and administration processes. • Identify opportunities to improve service delivery. • Create and maintain technical documentation and SOPs. • Contribute to IT modernization initiatives.

• Lead the analysis, implementation, administration, and support of mission-critical enterprise applications. • Serve as the senior technical lead for assigned business applications and application portfolios. • Provide strategic recommendations regarding application modernization, optimization, and lifecycle management. • Evaluate new technologies and software solutions to improve business operations. • Develop long-term application roadmaps aligned with organizational objectives. • Ensure enterprise applications meet performance, security, scalability, and availability requirements. • Lead application implementation, upgrade, migration, and modernization projects. • Coordinate software releases, deployments, upgrades, and configuration changes. • Oversee system integration efforts involving internal and third-party applications. • Serve as the senior technical advisor for application architecture and support. • Mentor and provide technical leadership to Application Systems Analyst I and II personnel.

Role Description This is a remote role that may only be hired in the following location(s): AZ, NC and TX. We are seeking a Dynatrace Subject Matter Expert (SME) to oversee enterprise observability and application performance monitoring within a large financial services environment. This role is responsible for technical leadership of a team of Dynatrace engineers while serving as the primary expert for the Dynatrace platform, including architecture, deployment, optimization, and governance. - Drive monitoring strategy, establish standards for alerting and instrumentation, and ensure full-stack visibility across complex hybrid environments (cloud and on-prem). - Partner with development, DevOps, SRE, and infrastructure teams to proactively identify performance issues, support incident response, and deliver actionable insights that improve reliability and user experience. Qualifications - Bachelor's Degree and 8 years of experience in Systems engineering including systems programming, scripting, troubleshooting OR High School Diploma or GED and 12 years of experience in Systems engineering including systems programming, scripting, troubleshooting. - 6+ years of hands-on experience with Dynatrace in large enterprise environments (required). - 8+ years of overall experience in Application Performance Monitoring (APM), Observability, or SRE. - Proven experience leading or supervising technical teams. - Strong expertise in: - Dynatrace OneAgent deployment and configuration - Smartscape topology and service flow mapping - Alerting, dashboards, and custom metrics/events - Experience in financial services or other highly regulated industries preferred. - Solid understanding of: - Cloud platforms (AWS, Azure, or GCP) - Microservices and containerized environments (Kubernetes, OpenShift) - CI/CD pipelines and DevOps practices - Strong analytical and problem-solving skills with a proactive mindset. Requirements - Set team priorities, manage workload distribution, and ensure delivery against SLAs and KPIs. - Foster a culture of continuous improvement, accountability, and technical excellence. - Partner with senior leadership and cross-functional stakeholders to align observability initiatives with business goals. - Serve as the primary Dynatrace SME, owning the platform architecture, deployment, and optimization. - Design, implement, and maintain enterprise-scale Dynatrace environments (SaaS or Managed). - Define and enforce monitoring standards, naming conventions, alerting strategies, and governance. - Implement advanced Dynatrace capabilities including: - Distributed tracing - Real User Monitoring (RUM) - Synthetic monitoring - Infrastructure monitoring - AIOps and anomaly detection - Optimize instrumentation for cloud (AWS/Azure/GCP), on-prem, and hybrid environments. - Develop and execute enterprise observability roadmap aligned to digital transformation initiatives. - Drive adoption of full-stack monitoring across application, infrastructure, and user experience layers. - Identify and eliminate observability gaps across critical systems. - Lead performance analysis, root cause investigations, and continuous improvement initiatives. - Work closely with application development, DevOps, SRE, infrastructure, and cybersecurity teams. - Act as a trusted advisor to engineering teams on performance engineering best practices. - Support incident management and post-incident reviews with actionable insights. - Provide executive-level reporting and dashboards on system health and performance trends. - Ensure monitoring solutions meet financial industry security, audit, and compliance requirements. - Maintain documentation, operational procedures, and platform standards. - Support audit and regulatory activities related to monitoring and observability. Benefits - Lead observability initiatives in a large-scale financial enterprise. - High impact role influencing platform reliability and customer experience. - Opportunity to shape long-term monitoring strategy and innovation. - Collaborative environment with strong executive visibility.