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Mattel India is seeking an experienced Monitoring Engineer with deep expertise in AlertSite (by SmartBear) to ensure 24x7 availability, performance, and user experience of our digital assets—including websites, e-commerce platforms, APIs, mobile apps, and internal applications. You will proactively monitor critical systems, reduce downtime, eliminate false alerts, and support rapid incident resolution in a fast-paced, global toy and entertainment environment. This role is part of the IT Operations / SRE / Digital Reliability team and requires strong technical skills combined with a customer-focused mindset to deliver exceptional end-user experiences.
Key Responsibilities
Design, configure, deploy, and maintain AlertSite monitors for websites, web applications, APIs (REST/SOAP), and transactions using codeless tools like DéjàClick recorder, real browser monitoring, and API endpoint imports.
Perform synthetic monitoring from global nodes to simulate real-user interactions, detect performance bottlenecks, availability issues, and functional failures before they impact customers.
Set up accurate real-time alerts, thresholds, blackout periods, retry logic, and multi-location validation to minimize alert fatigue and ensure reliable notifications (via email, PagerDuty/Slack integration, SMS, etc.).
Monitor and analyze performance metrics (response time, load times, SLA compliance, error rates) and provide root-cause insights for deviations.
Support 24x7 operations: Respond to alerts/incidents in rotational shifts, perform initial triage, escalate to dev/ops teams, and follow incident management processes (ITIL-aligned).
Integrate AlertSite with other tools (e.g., ServiceNow, Splunk, PagerDuty, or internal observability platforms) for automated workflows and reporting.
Develop dashboards, alerts, and reports to track SLAs and response times.
Integrate AlertSite with automation, analytics, and ITSM platforms.
Analyze synthetic and real-user data to identify trends and performance issues.
Maintain SOX-compliant documentation and audit reporting.
Collaborate with application and NOC teams to address alerts and incidents.
Document processes, integrations, and best practices for ongoing support.
Conduct regular health checks, create dashboards/reports for leadership, and optimize monitors for cost-efficiency and coverage of Mattel's digital ecosystem (e.g., e-commerce sites, brand microsites, partner portals).
Collaborate with DevOps, QA, application teams, and global stakeholders to define monitoring SLAs, thresholds, and best practices.
Participate in post-incident reviews, capacity planning, and continuous improvement of monitoring strategy.
Handle on-call duties as part of the 24x7 support roster.
Required Skills & Experience
3+ years of hands-on experience with AlertSite (SmartBear) or comparable synthetic monitoring tools (e.g., Dynatrace Synthetic, New Relic Synthetics, ThousandEyes, Catchpoint).
Strong expertise in configuring:
Web transaction monitors (real browser playback, multi-step journeys).
API monitoring (REST/SOAP, OpenAPI specs).
Private/hybrid locations (InSite) and global public nodes.
Alert rules, false-positive reduction, and integration with incident tools.
Solid understanding of web performance concepts: response times, page load metrics, waterfalls, third-party dependencies, and user experience optimization.
Experience in 24x7 production support environments, incident response, and on-call rotation.
Proficiency in scripting/automation (e.g., JavaScript for custom monitors, basic Python/Bash for integrations) is a plus.
Familiarity with ITIL processes, monitoring best practices, and tools like ServiceNow, Jira, or Splunk.
Good knowledge of networking, cloud (AWS/Azure/ GCP), APIs, and web technologies (HTTP, SSL, CDNs).
Preferred Qualifications
Certification in AlertSite/SmartBear tools or relevant observability (e.g., Dynatrace, Splunk).
Experience in retail/e-commerce, consumer goods, or entertainment industry (monitoring high-traffic sites during launches/seasons).
Exposure to mobile app monitoring or real-device testing.
Strong analytical/problem-solving skills with attention to detail.
