Company:

Mercer

Description:

We are seeking a talented individual to join our team at Mercer. This role will be based in Toronto . This is a hybrid role that has a requirement of working at least three days a week in the office.

The Observability Engineer is a seasoned professional to leverage telemetry and observability to drive site‑reliability improvements, optimize instrumentation, and deliver consolidated alerting and service‑level reporting. You will manage and tune enterprise monitoring toolsets, design integrations and automation for remediation and self‑service, apply ITIL practices within an agile model, lead implementations, mentor junior staff, and align monitoring activities with business needs.

We will count on you to:

• Use telemetry and observability data to drive site-reliability improvements, optimize instrumentation, and support consolidated alerting and service-level status across platforms.
• Configure, maintain, and tune enterprise monitoring and observability toolsets; design and implement integrations for unified alerting and status reporting.
• Partner regularly with application, platform, and stakeholder teams to ensure deployed instrumentation is effective and to optimize telemetry, dashboards, and reports for actionable insights.
• Identify and implement automation opportunities (self-service, simplified administration, automated remediation and deployments) to improve operational efficiency.
• Apply ITIL practices (Event/Availability, Service Level, Problem, Change, and Configuration Management) and participate actively in agile planning and team collaboration.
• Lead complex implementations and projects, mentor junior staff, and communicate project status, risks, and issues clearly to technical and business audiences.
• Maintain a strong customer focus: manage expectations, build user trust, and align monitoring and reliability activities with business objectives.

What you need to have:

• Minimum 10 years of IT experience, ideally within mid- to large-sized global organizations.
• Deep understanding of application service composition and cross‑technology dependencies (application services, databases, and infrastructure).
• At least 5 years of hands‑on experience with system and application monitoring, APM, synthetics, and real‑user monitoring using technologies such as OpenTelemetry, Prometheus, Datadog, Splunk, LogicMonitor, BigPanda, ServiceNow ITOM, or comparable tools (Dynatrace, New Relic, Elastic).
• Proven experience using ServiceNow (Incident, Configuration/CMDB, Problem, and Change modules) to manage work, incidents, and configuration items.
• Comfortable working in agile teams and using tools like JIRA or Azure DevOps for backlog management, sprint planning, and tracking.

What makes you stand out:

• Hands-on experience with ServiceNow (Incident, Configuration, Problem, Change) to manage and update assigned work, coupled with demonstrated application of core project management approaches to plan, track, and deliver tasks.
• Proficient with Datadog platform administration and monitoring capabilities, and experienced deploying and configuring OpenTelemetry — including planning, optimization, and migrations from other toolsets.
• Instrumentation expertise to align user experience with service optimization and telemetry, and the ability to work independently while providing clear, timely updates to peers and stakeholders.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact reasonableaccommodations@marsh.com.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

The applicable base salary range for this role is $100,400 to $150,400.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs. This is a New position.