Scope of Work/Responsibilities

1. Platform Administration:

• Serve as the platform administrator for the Bank's SaaS Operations portfolio (Datadog, Azure DevOps, and future tools like GitHub and Flexera).

• Resolve daily support tickets and access requests.

• Manage user roles, permissions, and platform access.

• Monitor platform health proactively.

• Coordinate with vendor support on incidents, service issues, and product queries.

2. Community of Practice Leadership:

• Lead the monthly Datadog Community of Practice (CoP).

• Curate topics and present platform updates and walkthroughs.

• Invite guest speakers as appropriate.

• Expand CoP coverage to broader SaaS Operations portfolio updates.

3. Access Governance:

• Define and implement access models (read vs. edit privileges).

• Establish training, certification, and onboarding prerequisites for elevated access.

• Set standards for platform use and ensure compliance by application teams.

4. User Community Coaching:

• Coach users and power users on effective integration patterns.

• Promote good data hygiene practices.

• Ensure adherence to organizational data handling standards.

5. Knowledge Management and Updates:

• Stay current with vendor announcements, release notes, and product updates.

• Translate technical updates into clear, accessible briefings for internal users.

6. Feature Evaluation and Innovation:

• Evaluate new platform features released by vendors.

• Support application teams in proof-of-concept (POC) activities for emerging capabilities (e.g., AI/LLM observability).

7. Automation and Operational Efficiency:

• Identify recurring support requests and operational patterns.

• Design and build automations using Python, PowerShell, and/or Bash.

• Deploy automation solutions via Azure Functions to reduce manual effort.

8. Infrastructure Management:

• Configure and deploy Datadog components (agents, integrations, private locations).

• Maintain platform infrastructure in coordination with server and network engineering teams.

9. Service Delivery Compliance:

• Perform all tasks in alignment with agreed Service Level Agreements (SLAs).

Job Requirements

Education and Work Experience

•Hands-on experience deploying and administering enterprise observability platforms, including server/agent deployment, integrations, log management, dashboards, monitors, and alerts; experience with Datadog is a plus.

•Hands-on experience administering enterprise Agile/DevOps platforms, including user, project, and pipeline management; experience with Azure DevOps and familiarity with Agile and CI/CD practices are preferred.

•Hands-on experience providing third-level technical support in enterprise IT operations, including incident, problem, and change management aligned with ITIL practices and SLA-driven environments.

Technical Knowledge

•Strong coding ability in Python, PowerShell, and Bash, with Visual Studio Code as the primary IDE.

•Familiarity with AI coding agents (e.g., GitHub Copilot) and concepts such as system prompts and retrieval-augmented generation (RAG).

•Practical experience deploying serverless automations on cloud platforms (e.g., Azure Functions or AWS Lambda), with Azure experience preferred.

•Solid server administration expertise across Windows and Linux environments, including agent installation, configuration, and troubleshooting.

•Working knowledge of networking fundamentals to support SaaS agent deployment and on-premises components across enterprise network boundaries.

•Ability to quickly learn and administer additional SaaS platforms (e.g., GitHub, Flexera) as the portfolio expands.

•Cloud literacy with hands-on experience in Microsoft Azure; AWS experience is a plus.

Soft Skills

•Exceptional written and verbal communication skills, with the ability to translate vendor updates into clear internal briefings and presentations.

•Strong coaching capability to guide users and power users on platform standards, best practices, and data handling.

•Strong coordination and stakeholder management skills to engage with internal teams and external vendors.

•Self-motivated and able to work independently while leading communities of practice and driving automation initiatives.

Tools/Software

•Experience with enterprise observability platforms (e.g., Datadog).

•Experience with Agile/DevOps platforms (e.g., Azure DevOps).

•Familiarity with SaaS platforms such as GitHub and Flexera.

•Experience with IT Service Management platforms (e.g., ServiceNow).

•Proficiency in development tools such as Visual Studio Code.

Certification

•Relevant cloud certifications (e.g., Microsoft Certified: Azure Administrator Associate) are a plus.

•ITIL certification or equivalent is highly desirable.

Work Arrangement

Hybrid, requiring employees to report onsite three times a week. If the user unit requires contractors to report to HQ, compliance is mandatory. Work Schedule is from 8:00AM – 5:00PM Manila Time.