Job DescriptionJob description :
- * Provide support for application incidents across digital platforms, working closely with Platform Engineering, Application Development, and customer support teams to ensure timely resolution according to established SLAs and escalation procedures.
- Operate and monitor the Elastic Observability stack — including Elasticsearch cluster health, Kibana, Fleet Server, APM Server, and Elastic Agent — deployed and managed via ECK on OKE.
- Assist with day-to-day Elasticsearch operations such as index lifecycle management (ILM), snapshot lifecycle management (SLM), data tier housekeeping (hot, warm, cold, frozen), and capacity monitoring.
- Troubleshoot telemetry ingestion issues across logs, metrics, traces, and synthetic monitors, ensuring consistent data collection from all platforms.
- Maintain and update Kibana dashboards, alerting rules, and saved objects under the guidance of the SRE Manager.
- Perform root cause analysis and participate in blameless post-incident reviews to improve system reliability and reduce recurrence.
- Collaborate with Platform Engineering to automate repetitive tasks, improve deployment pipelines, and enhance observability coverage using Terraform, Helm charts, and scripting.
- Develop and maintain support documentation, runbooks, and knowledge base articles aligned to standardized incident response procedures.
- Manage and prioritize incidents and requests via the ticketing system (Jira/ServiceNow), ensuring all incidents, requests, and resolutions are documented in the service management system.
- Participate in an on-call rotation and help reduce operational toil through automation and tooling.
- Monitor and report on key performance metrics related to incident management, including mean time to detect (MTTD) and mean time to resolve (MTTR).
- Collaborate with cross-functional teams and vendor partners to improve overall system reliability, observability maturity, and security posture.
Job Requirements
- * Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent experience).
- 1–3 years of experience in IT operations, system administration, application support, DevOps, or SRE.
- Familiarity with Observbility tools such as Elastic Stack (Elasticsearch, Kibana, etc.), including basic querying and dashboard usage.
- Knowledge of Linux systems and scripting (Bash, Python, or Go).
- Understanding of monitoring, logging, and alerting concepts.
- Experience with ITSM tools (ServiceNow, Jira, Zendesk) and ITIL practices.
- Strong grasp of incident, problem, and change management.
- Basic experience with cloud native enviroments and containers such as Docker and Kubernetes.
- Strong critical thinking, troubleshooting, and communication skills.
