AIOps Support Lead

• Observability tooling: hands-on experience with monitoring and observability platforms such as Dynatrace, New Relic, AWS CloudWatch, ManageEngine, or Glass box; working knowledge of Open Telemetry and distributed tracing concepts.

• ITIL discipline: strong grounding in incident, problem, and change management practices, with ServiceNow or Jira ticket management experience.

• Technical range: comfortable with Linux and Windows troubleshooting, basic networking (TCP/IP, DNS, HTTP/HTTPS, SSL, load balancers), SQL/database query analysis, and API/integration troubleshooting.

• People management: demonstrated ability to hire, coach, and retain a team of 10+ technical support staff through a period of significant scale-up (5x application coverage growth).

• Analytical mindset: able to turn noisy, inconsistent alert data into clear, actionable insight, and to build repeatable frameworks rather than one-off fixes.

• Comfort with ambiguity: willing to support a moving target a portfolio spanning Invest, Tolerate, Retire, and Migrate applications and to adapt priorities as the program evolves.

• Incident Management Lifecycle, and working knowledge of Problem, Change Request, and Service Request concepts (ITIL)

• CMDB concepts and their use in incident and asset traceability

• Hands-on experience with log aggregation technologies (Dynatrace, New Relic, ManageEngine, Glass box, or similar)

• Working knowledge of JSON and XML, and basic file/task automation

• Understanding of IT infrastructure and basic networking: VMs, firewalls, load balancers, containers, OpenShift (OCP), Kubernetes

• Unix Shell scripting; Windows batch file creation

• Basic cloud concepts: compute, storage, and security fundamentals

• Security fundamentals: TLS, SSL, tokens, and secret management

• Familiarity with API gateways and API testing toolkits (Postman, SOAP UI, or similar)

• Outage response management and experience leading cross-functional coordination during major incidents

• Ability to drive Root Cause Analyses (RCAs) and build reusable knowledge articles/runbooks

• SLA/SLO management and reporting, including availability calculation

• Working knowledge of data concepts: data latency, data fragmentation, data lineage, and data marts

• Familiarity with AI concepts such as prompt engineering, knowledge graphs, and Retrieval-Augmented Generation (RAG)

• Experience with cloud-native observability on AWS, Azure, or GCP

• Exposure to Agentic AI or automation-driven triage tooling

Success Looks Like

• A 14-person Tier 1 team that reliably triages alerts across 50+ applications with clear, standardized data.

• A measurable, ongoing reduction in reactive manual triage as proactive detection improves.

• A clean, well-governed Open Telemetry-based data backbone that the future Agentic automation layer can build on.

A repeatable onboarding process ready to scale coverage from 50 to 320 applications.