The Global Monitoring & Operations Engineer/Analyst is responsible for real-time monitoring, incident detection, triage, and coordination across the enterprise application and infrastructure landscape. This role operates within a 24×7 Global Command Center, ensuring high availability, performance, and reliability of business-critical systems including eCommerce, POS, ERP (SAP), and integrations.
The role plays a critical part in proactive issue detection, rapid incident response, and seamless escalation to L2/L3 teams, supporting a follow-the-sun operational model. Focus is on monitoring, triage, and coordination — not deep engineering troubleshooting or root cause ownership.
1. Real-Time Monitoring & Event Management
- Monitor enterprise systems, applications, integrations, and infrastructure using centralized monitoring tools
- Track health, availability, and performance of:
- DTC and B2B eCommerce platforms and websites
- ERP systems (SAP ECC, BW, etc.)
- POS systems and retail operations
- Integration platforms (APIs, EDI, middleware)
- Cloud Infrastructure and Network Infrastructure
- Identify anomalies, alerts, and potential incidents in real time
- Ensure all critical alerts are acknowledged within defined SLAs
2. Incident Detection & Triage (L1 Operations)
- Perform first-level triage and validation of alerts
- Classify incidents based on severity, business impact, and urgency
- Execute predefined runbooks and standard operating procedures (SOPs)
- Resolve common and repeatable issues where possible
- Document diagnostic findings clearly to accelerate L2/L3 resolution
3. Escalation & Coordination
- Escalate incidents to L2 Application Support or L3 Product/Engineering teams as required
- Ensure proper documentation and context is provided during escalation
- Act as the central coordination point during incidents, ensuring communication across teams
4. Incident Management & Communication
- Create and manage incident tickets in ITSM tools (e.g., ServiceNow)
- Maintain accurate and timely updates throughout the incident lifecycle
- Communicate status updates to stakeholders, including business users when required
- Support major incident coordination by providing timely updates, documentation, and bridge call support as directed by the Incident Manager
5. Proactive Monitoring & Prevention
- Identify recurring issues and trends
- Recommend improvements to monitoring thresholds, alerts, and automation
- Provide incident timelines, logs, and supporting data to assist problem management and RCA activities led by L2/L3 teams
6. Automation & Continuous Improvement
- Collaborate with L2/L3 teams to:
- Enhance monitoring coverage and observability
- Support automation and automate repetitive tasks where possible
- Improve alert quality (reduce noise, eliminate false positives)
- Maintain and update runbooks and knowledge base articles / documentation
7. Global Operations Model
- Participate in a 24×7 shift-based model (follow-the-sun across regions)
- Ensure seamless handover between shifts and regions
- Maintain operational discipline and adherence to SLAs and OLAs
Required Skills & Experience
Technical Skills
- Experience with monitoring and observability tools (e.g., Dynatrace, Datadog, Splunk, New Relic, AppDynamics, Zabbix, Nagios, PRTG etc.,)
- Understanding of:
- eCommerce, Point of Sale, and B2B Web and platforms
- ERP systems (preferably SAP)
- API integrations and middleware (e.g., Boomi)
- Cloud and Network Infrastructure
- Database system performance indicators
- Familiarity with cloud environments and distributed systems
- Basic knowledge of networking, databases, and system performance
- Ability to interpret logs, dashboards, and monitoring alerts
Operational Skills
- Strong incident management and troubleshooting skills
- Experience working in 24×7 operations or NOC environments
- Knowledge of ITIL processes (Incident, Problem, Change Management)
- Ability to follow and execute structured runbooks and escalation matrices
Soft Skills
- Strong analytical and problem-solving ability
- Clear and concise communication (verbal and written)
- Ability to perform under pressure during critical incidents
- High attention to detail and operational discipline
Preferred Qualifications
- Experience in retail, eCommerce, or global enterprise environments
- Exposure to e Commerce, POS, and SAP ecosystems
- Familiarity with automation/scripting (Python, Shell, etc.)
- ITIL certification (preferred)
Work Model
- 24×7 shift-based operations (rotational shifts)
- Follow-the-sun support across APAC, EMEA, and AMER
- Handover discipline between shifts is critical
What Success Looks Like
Within 6–12 months, the successful candidate will:
- Consistently meet SLA targets
- Accurately classify and escalate incidents with minimal rework
- Demonstrate strong shift handover discipline
- Reduce false escalations through effective triage
- Contribute to improved alert quality and monitoring coverage
Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.
