Lead Support Analyst

Lead Support Analyst (Observability / SRE)

We are seeking a senior Lead Support Analyst to join a Shared Services team responsible for monitoring, observability, and site reliability engineering (SRE) operations across critical systems.

This is a hands-on role focused on ensuring platform reliability, performance, and availability while also providing guidance to junior team members.

Key Responsibilities

• Support monitoring, observability, and SRE operations for critical production systems
• Build and maintain dashboards, alerts, and monitoring solutions using Grafana, Prometheus, Elasticsearch, and related tools
• Troubleshoot Linux environments and investigate system performance issues
• Collaborate with engineering, infrastructure, and application teams to improve system stability and resilience
• Participate in incident management, on-call support, and continuous improvement initiatives
• Mentor and support junior team members

Requirements

• 8+ years of experience in SRE, Production Support, Monitoring Engineering, or related areas
• Strong hands-on experience with Grafana and observability/monitoring platforms
• Experience with Prometheus, Elasticsearch/Kibana, or similar technologies
• Solid Linux administration and troubleshooting skills
• Proficiency in Python OR Golang, and Shell scripting.
• Strong understanding of system reliability, incident management, and monitoring best practices
• Excellent communication skills in English

Preferred

• Experience in banking, financial services, or large enterprise environments
• Exposure to ITRS Geneos, Victoria Metrics, Ansible, or CI/CD tools
• Experience mentoring or guiding junior engineers