Principal Lead- Observability and Incident Management

Company Description

Are you ready to join us on our exciting transformation journey at the largest bank in the UAE? This is an opportunity to make a real impact on our customers, employees, shareholders, and communities, as part of the FAB team. We're committed to our grow stronger movement, and as a member of our team, you'll have access to everything you need to advance your career and make a meaningful contribution to our shared success. If you're looking for a career that will help you stand out and make a difference, now is the time to join us. Let's work together to achieve great things.

Job Description

Overall objectives

• Ensure proactive detection, diagnosis, and resolution of service health issues across all IT environments
• Establish a modern observability function that delivers full visibility into the critical services, applications and infra layers
• Own and lead the major incident management process, ensuring rapid containment, clear communication and structured resolution
• Drive actionable insights through metrics and logs (MTL) and ensure system health telemetry is used to improve availability, performance and user experience
• Support operational risk reduction and continuous improvement through RCA, trend reporting and resilience engineering
  
  

Job scope

Role Specific Responsibilities

• Monitoring and observability engineering
• Alerting, noise reduction and event correlation
• Incident management
• Poset incident review and RCA
• Dashboarding and health visibility
• Service reliability metrics
  
  

General Functional Responsibilities

• Define the observability architecture strategy ensuring scalability, data security and cost optimisation
• Collaborate with app, infra and security teams to ensure instrumentation coverage and logging compliance
• Maintain operational documentation, runbooks, escalation matrices and incident playbooks
• Drive blameless culture of improvement and incident learning
• Align monitoring practices with regulatory and compliance obligations
• Represent the observability and incident management function at governance forums
• Engage with vendors, SaaS providers, and cloud platforms to ensure integration with internal monitoring and incident workflows
• Coach and mentor monitoring and incident managers to raise maturity across people, processes and tooling
  
  

Qualifications

Core competencies required

• Deep expertise in monitoring platforms e.g., ELK, AppDynamics, Grafana, Elastic, Datadog, APM, synthetic monitoring and log aggregation
• Solid understanding of distributed systems, microservices and hybrid cloud environments
• Strong command of SRE, telemetry pipelines, SLI/SLO and alerting strategies
• Experience running 24/7 incident command processes, leading war rooms, managing comms to executives and driving post-mortems
• Ability to align observability practices to business-critical services and customer impact, not just infra health
• Mastery of ITIL event management and incitement management with ITSM platforms like ServiceNow
• Calm decisive leadership in high pressure scenarios, excellent cross functional coordination and communication skills
• Overall 15+ years of technology experience is desirable