Technical Lead (Support & Operations)

Job Summary

Role Objective

Lead the Observability capability across infrastructure, cloud and applications, driving proactive monitoring, faster root-cause identification, service reliability and automation.

Key Responsibilities

Key Responsibilities

• Own the end-to-end Observability strategy, covering Metrics, Logs, Traces, Events and Alerts.
• Lead implementation and optimisation of enterprise observability platforms such as Dynatrace, New Relic, Grafana, Prometheus and SolarWinds.
• Design service health dashboards covering availability, performance, capacity and critical service KPIs.
• Analyse recurring incidents, telemetry patterns and alert fatigue to identify systemic problems and improve monitoring policies. [Requiremen...oring Lead | Outlook]
• Establish SLIs/SLOs, alerting standards, monitoring policies and service-health practices.
• Drive AIOps and AI-based observability, including automated event correlation, anomaly identification and root-cause analysis.
• Partner with Application, Infrastructure, Cloud, SRE, ServiceNow/ITSM and Cyber Security teams during major incidents and problem investigations.
• Lead monitoring improvements across Azure, on-premises and hybrid environments.
• Drive automation using Python, PowerShell/Bash, APIs, Terraform and Ansible.
• Improve alert quality, routing, runbooks, incident response and monitoring workflows.
• Lead technical troubleshooting/war rooms and correlate logs, traces, application behaviour, deployments and infrastructure changes.
• Manage Observability initiatives from requirements gathering through design, implementation, onboarding and operational handover.
• Provide technical leadership, prioritise team activities, manage dependencies and communicate risks/blockers to stakeholders. [Requiremen...oring Lead | Outlook]
• Maintain technical documentation, operational playbooks and audit/compliance evidence.

Skill Requirements

echnical Skills

Must Have

• Strong understanding of Observability and SRE principles
• Dynatrace / New Relic / Grafana / Prometheus / SolarWinds
• Metrics, Logs, Traces and distributed application monitoring
• OpenTelemetry (OTel) and instrumentation concepts
• Azure monitoring and cloud-native observability
• Python, PowerShell/Bash and API-based automation
• Dashboard design, alert policies and event correlation
• Incident, Problem and Change Management
• Container/Kubernetes monitoring
• Performance and capacity analysis

An internal Grafana-focused requirement also specifically calls for the LGTM stack: Loki, Grafana, Tempo and Mimir, along with OpenTelemetry, Terraform, Ansible, containerisation and SLO definition, which would be valuable additions if this Lead will own your next-generation observability platform. [Hello Frie...Locatio | Viva Engage]

Leadership / Functional Skills

• Strong customer and stakeholder management
• Ability to lead technical teams and cross-functional troubleshooting
• Excellent problem-solving and analytical skills
• Ability to translate business/service requirements into an Observability design
• Strong ownership of operational excellence and continual improvement
• Presales/solutioning mindset for identifying and demonstrating business value from Observability

Preferred Certifications

• Dynatrace / New Relic / Grafana certification
• Microsoft Azure certification
• Kubernetes/CKA certification
• ITIL 4
• SRE/DevOps certification

Other Requirements

Key Success Measures

Reduced MTTD & MTTR | Alert Noise Reduction | Improved Service Availability | Higher Automation | SLO Compliance | Faster RCA | Proactive Problem Identification