Lead Support Analyst - Shared Services and Production Management , Information Technology

Requirements

• Bachelor's degree in computer science / engineering
• Minimum 8 years' experience within IT / Investment bank.
• Strong experience with monitoring and observability platforms, including: ITRS Geneos, Prometheus, Victoria‑Metrics, Elasticsearch, Grafana, and Kibana.
• Hands-on experience building and implementing Prometheus pipelines, including exporters, scraping configurations, relabelling, metric routing, and integrations with long‑term storage (e.g., Victoria‑Metrics).
• Experience building and maintaining Logstash pipelines, including ingestion, parsing, filtering, enrichment, and routing of logs into Elasticsearch.
• Ability to design, build, and maintain Grafana and Kibana dashboards for metrics, logs, and performance analytics across distributed systems.
• Solid understanding of metrics, logging, alerting, dashboards, and observability pipelines.
• Strong Linux administration skills (RHEL 7/8/9), including troubleshooting, upgrades, configuration, patching, and performance optimization.
• Good understanding of SRE principles, high availability, scalability, incident management and DR (Disaster Recovery) / BCP (Business Continuity Planning) activities
• Experience with automation (e.g., Bash, Python, Ansible, CI/CD tools) is an advantage.
• Understanding of networking fundamentals, performance tuning, and troubleshooting distributed systems.
• Prior experience in Production Support, SRE, Monitoring Engineering, or Shared Services Operations with participation in on‑call rotations, including after-hours and weekend support.
• Strong analytical, problem‑solving and communication skills with the ability to work collaboratively under pressure.
• Self-motivated, adaptable and able to prioritize, learn continuously and manage multiple responsibilities effectively.
• Excellent/Fluent in English
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Additional Information

Key Areas of Responsibilities Own and support monitoring and SRE operations, ensuring system reliability, availability, and performance. Build, enhance, and maintain monitoring solutions using ITRS Geneos, Prometheus, Victoria‑Metrics, Elasticsearch, and Grafana. Develop, optimize, and maintain alerting rules, dashboards, and observability pipelines. Troubleshoot and resolve complex issues during major incidents, providing clear and timely communication. Troubleshoot Linux servers (RHEL 7/8/9), including upgrades, configurations, patching, and maintenance, while determining appropriate monitoring requirements for system changes. Analyze logs, investigate issues, and perform fault finding to identify performance exceptions. Collaborate with engineering, application, and infrastructure teams to improve system resilience, stability, security, efficiency, and scalability. Contribute to automation strategies, deployment processes, and continuous operational improvements. Participate in on‑call rotations, including off‑hours and scheduled weekend support. Participate in Disaster Recovery (DR) and Business Continuity Planning (BCP) drills. Continuously research and adopt modern monitoring and SRE tools and practices.

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