This role is a key part of our team's journey towards ensuring service health across all IT environments. You will have the opportunity to proactively detect, diagnose, and resolve service health issues, alongside establishing a modern observability function that delivers visibility into critical services, applications, and infrastructure layers.
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Role Specific Responsibilities
- Ensure proactive detection, diagnosis, and resolution of service health issues across all IT environments
- Own and lead the major incident management process, ensuring rapid containment, clear communication, and structured resolution
- Drive actionable insights through metrics and logs to improve availability, performance, and user experience
- Support operational risk reduction and continuous improvement through root cause analysis, trend reporting, and resilience engineering
- Monitoring and observability engineering
- Alerting, noise reduction, and event correlation
- Incident management
- Post-incident review and root cause analysis
- Dashboarding and health visibility
- Service reliability metrics
Qualifications
- Deep expertise in monitoring platforms, e.g., ELK, AppDynamics, Grafana, Elastic, Datadog
- Solid understanding of distributed systems, microservices, and hybrid cloud environments
- Strong command of Site Reliability Engineering (SRE), telemetry pipelines, and alerting strategies
- Experience running 24/7 incident management processes and leading war rooms
- Ability to align observability practices to business-critical services and customer impact
- Mastery of ITIL event management with ITSM platforms like ServiceNow
- Calm, decisive leadership in high-pressure scenarios with excellent cross-functional coordination and communication skills
- Overall 15+ years of technology experience is desirable
Location
Abu Dhabi, Abu Dhabi, United Arab Emirates
