Maintaining the configuration and accuracy of the team's operational dashboards, alerts, and PagerDuty schedules. Identifying and documenting observability gaps across the wider platform for resolution by engineering delivery teams.
Apply and track usage of known workarounds and influence the rest of the engineering team on improvements needed for the reliability and quality of the product.
Ensuring problems and tasks are investigated thoroughly and solved accurately and methodically.
Responding to incidents in a timely way, in line with our processes.
Keeping our how-to guides and documentation up-to-date and concise.
Keep the team working in line with our security and compliance policies and processes, particularly when working with customer data and production systems.
Ensuring the principles of our technical strategy are embedded into our solutions and ways of working.
Identify and document areas for improvement in the reliability, scalability and quality of Spektrix systems.
Documenting, reporting, resolving, and mitigating defects, problems, risks, and instances of nonconformance.
Continuously improving how we document, investigate, and triage issues.
Sharing what we learn through dashboards, incident reviews, updated documentation, and collaborative work such as coaching.
Seeking opportunities to automate things and collaborate on internal improvement projects.
Applying Lean principles, and using analysis and data to pinpoint where things are getting stuck. Identify opportunities for eliminating waste and delivering more effectively and efficiently.
Collaborating with Product, Engineering, and our First-Line Support teams to make sure we are prioritising the right things.
Contribute to platform resilience strategies such as capacity planning, redundancy, failover, and disaster recovery.
Ensuring the accuracy, relevance, and usefulness of our alerts, monitoring, and observability.
Participate in or lead post-incident reviews, and identify required actions.
Design and maintain operational runbooks and readiness checklists.
On a typical day, you'll be working closely with colleagues pairing in a virtual meeting room, collaborating on items from the team's Kanban board and identifying areas for improvement.
We review incoming work requests together to understand their context and urgency. Using self-organising principles, the team decides how to divide the work - whether pairing, mobbing, or working solo - based on what's most effective.
If Clients are putting high-demand tickets on-sale today, you may need to scale cloud resources to ensure everything runs smoothly, and put everything back in place after it’s over.
You’ll lead a range of activities including discovery, investigation and spikes, writing or refining tickets, fault-finding and fixing, testing, documentation, and build and release tasks.
Throughout the day, you’ll monitor alerts and investigate any that arise. If needed, you may join the Incident Room alongside a small group of cross-functional colleagues to calmly and methodically identify and resolve issues. This is done in close collaboration with customer-facing teams to ensure clarity and continuity.
At other times, you'll participate in team sessions focused on reflecting, planning, and finding ways to improve how we work together and deliver on our goals.

Requirements

Experience of leading an operations or support team, monitoring and supporting Azure-hosted SaaS applications.
Technical and Operational good practice and excellence.
Aligning teams with goals
Stakeholder management
Deep understanding of SQL Server and/or Azure SQL, and database performance.
Experience querying logs using query languages such as KQL, LogQL, Lucene, etc...
Able to read and interpret logs and stack traces from C# .NET applications.
Experience with Infrastructure-as-Code (specifically Terraform). While you will not be writing C# feature code, you must be able to read and navigate code to diagnose errors effectively.
Experience with a range of alerting, performance, monitoring and security tools. We use Azure Monitor, PagerDuty, Grafana, Logz.io, and Cloudflare tools; experience with these particular tools is not essential, but similar experience is essential.
Can calmly, confidently, and competently co-ordinate incident response; clearly communicating accurate, timely, and relevant information to a range of stakeholders across the organisation.
Communicate fluently with engineers as well as client success teams, and build relationships with stakeholders.
Can break down and document complicated technical concepts concisely.
Highly collaborative; Work closely with other leads and managers in the team leadership group.
Giving and receiving feedback in an honest, kind, and reflective manner. Learning from mistakes and being imaginative about ways to improve things.
Coaching and mentoring your team.
Curious, and keen to learn new skills and technologies.

Benefits

Flexible working with support for WFH set up.
NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
Continuous development supported by Line manager, learning budget
Enhanced Maternity, Adoption & Shared Parental Leave
35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
4 weeks paid sabbatical after 5 years of service
2 volunteering days per year
Company pension scheme of 4%
Free snacks, drinks and breakfast items in all our offices
Varied range of regular socials across all our offices
Cycle to work & Season Ticket Loans
Travel stipend for commuting

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQL ServerAzure SQLInfrastructure-as-CodeTerraformKQLLogQLLuceneC#.NETmonitoring

Soft Skills

stakeholder managementteam leadershipcommunicationcollaborationcoachingmentoringproblem-solvingfeedbackcuriosityadaptability