Head of Engineering - APJ

About Loop1

Loop1 is a global IT observability solutions and professional services provider founded in 2009. With more than 15 years of experience, over 110 professionals across four continents, and clients in more than 60 countries, we help organizations transform IT complexity into clarity. We help organizations move from traditional monitoring to modern observability, automation, and AIOps. Our vendor-agnostic approach brings together data, tools, and teams to help IT operations become smarter, more reliable, and better aligned with business goals. Our global headquarters is in Austin, Texas. We also have teams and offices across North America, the United Kingdom, Ireland, Germany, and Sri Lanka. Based in Colombo, our Sri Lanka team plays an important role in global service delivery by providing technical expertise and operational support. Our culture

Our growth and success are driven by delivering a high level of service to our clients. We bring together people who learn from one another, collaborate to achieve shared goals, and continuously improve. Our values guide how we work:• We are purposeful. We face challenges head-on and encourage one another to be bold and creative with solutions.

• We are greater than me. We use our skills and expertise for the benefit of others.
• We do the right thing. We act in the best interests of our clients, employees, partners, and business.

About the role

You will keep service quality at the centre of technical delivery and work closely with executive leadership, the global PMO team, and engineers at all levels to resolve regional and global challenges. You will lead the regional engineering team and partner with the PMO to align engineering execution with project and managed services outcomes. Why this role exists

You will lead Loop1’s engineering practice in Sri Lanka. You will be accountable for technical standards, engineering capability, knowledge management, training and certification outcomes, and the technical quality of work delivered by the regional engineering team.What you will have accomplished by day 90

• Reviewed the regional engineering team’s current standards, capabilities, training, certifications, knowledge practices, and managed services responsibilities.
• Confirmed with the Global Director of Services and Technology and the regional PMO how engineering decisions, service acceptance criteria, escalations, and handoffs will operate.
• Established a regular review rhythm for engineering standards, ServiceNow data quality, training outcomes, service levels, and incident improvement.
• Identified the most important gaps affecting technical readiness, service quality, or client commitments, and agreed on the actions needed to address them.

What you will own

Engineering leadership and business alignment

• Lead the regional engineering team remotely, setting clear expectations for technical practice, capability, quality, and client service.
• Align regional engineering direction with Loop1’s business objectives and work with colleagues across Sales, Marketing, Finance, People Operations, and the PMO to address shared challenges.
• Direct the creation, implementation, and regular review of operational processes that affect engineering work.
• Engage with senior stakeholders on the business value delivered by new and existing services and products.
• Contribute to reporting, technology roadmaps, and the sharing of engineering knowledge and insights.

Engineering standards, capability, and knowledge

• Develop and maintain the policies, standards, training, and guidelines used by regional engineers across AIOps, observability, and monitoring services.
• Provide engineers with the support needed to adopt these standards and monitor their consistent use across the team.
• Ensure engineers are prepared and capable of delivering the services contracted by Loop1’s clients.
• Define and maintain the observability career pathway and identify development needs in line with the direction of the business.
• Build a knowledge management culture and establish a clear approach to capturing, organizing, and improving knowledge from employees, clients, and partners.
• Encourage engineers to share ideas, test improvements, and learn from work that did not produce the expected results.

Quality and service delivery alignment

• Own the regional approach to engineering data quality, monitor compliance with ServiceNow data-entry standards, and act on opportunities for improvement.
• Work with service delivery leadership to promote awareness of service plans and processes, and agree on service acceptance criteria.
• Manage training and certification outcomes so engineers can deliver competent technical work and support relevant vendor partnership levels.
• Support contractual service levels under Managed Services ARR contracts, including engineering accountability for client SLAs, in collaboration with the regional PMO.
• Support the regional target for billable utilization across the engineering team.
• Ensure engineering work follows Loop1’s ITIL-aligned service practices and ServiceNow data standards.

Incident and service improvement oversight

• Ensure incidents follow agreed procedures and work with the responsible service owners to resolve escalated incidents.
• Ensure resolved incidents are documented and closed correctly.
• Review incident causes and metrics, inform service owners of recurring issues, and support improvements that reduce recurrence.
• Report on incident management performance.

How you will lead

• Lead with sound judgement, clear communication, and a genuine interest in helping others do their best work.
• Plan and priorities effectively across competing technical and organizational needs.
• Work directly on important issues when needed while maintaining an appropriate leadership focus.
• Facilitate decisions involving engineering staff, the PMO, executives, clients, and other teams.
• Solve technical and organizational problems in a structured way.
• Maintain a client-focused standard of service.

Must-haves

• Experience leading engineering or technical teams within an IT Operations Management, managed services, or professional services organization.
• Experience leading a remote engineering team.
• Strong working knowledge of ITIL-aligned service delivery, incident management, and SLA governance.
• Experience developing and governing technical standards, policies, and capability frameworks at an organizational level.
• Clear written and verbal communication skills, including experience presenting to senior and executive stakeholders.

Helpful, but not required

• Hands-on experience with one or more observability or monitoring platforms, such as SolarWinds, ManageEngine, PRTG, BigPanda, or AppViewX.
• ITIL 4 Foundation certification or above.
• Experience building or scaling a technical career pathway or community of practice.
• Familiarity with ServiceNow for IT service management and data quality governance.
• Experience working in a multinational or multi-region organization.
• A degree or diploma in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.

Technology context

The regional engineering team works across AIOps, observability, and monitoring platforms, including SolarWinds, ManageEngine, PRTG, BigPanda, and AppViewX.This is a vendor-agnostic role with accountability for the standards and capabilities required to support the services Loop1 has contracted to deliver. The vendor-agnostic positioning is consistent with Loop1’s current website. Location and work model

This role is based in Colombo, Sri Lanka. The specific working arrangement will be confirmed as part of the recruitment process.Benefits and support

Loop1 provides Sri Lanka employees with statutory benefits and selected company-provided benefits. Eligibility for non-statutory benefits is subject to employment classification, the applicable policy, and the terms of each benefit plan. Statutory benefits

• Employees’ Provident Fund contributions.
• Employees’ Trust Fund contributions.
• Statutory gratuity for eligible employees.
• Annual leave, casual leave, public holidays, maternity leave, and other statutory leave entitlements under applicable Sri Lankan requirements.

Company-provided benefits

• Company-sponsored life insurance for eligible employees.
• Financial assistance for approved external education, certifications, and role-related development.
• A home office purchase programme, subject to the applicable policy and approval.
• An employee referral bonus programme, subject to eligibility requirements.
• Opportunities to participate in Loop1’s employee recognition and service award programmes.
• Opportunities to participate in Loop1 Cares volunteering and fundraising initiatives.

Benefit terms, coverage, eligibility, and availability are governed by the relevant policy or plan documents and may be updated. The formal plan or policy document will prevail if there is any inconsistency.Equal opportunity

Loop1 is proud to be an equal opportunity workplace. We are committed to providing equal opportunity regardless of race, colour, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.Role flexibility

This job description does not cover every activity, duty, or responsibility required to perform the role. Duties, responsibilities, and activities may change or be supplemented as business needs change.Role progression and sustained scope

This role sits above the observability individual contributor pathway:• Associate Observability Engineer

• Observability Engineer
• Observability Consultant
• Observability Architect

Continued growth at this level is demonstrated through sustained regional influence, capable engineering teams, consistent standards, reliable knowledge and training practices, and sound technical outcomes across project and managed services work.