Head of Monitoring & Response

Your Role: HEAD OF MONITORING & RESPONSE 

As Head of Monitoring & Response at Global, you will lead our monitoring and observability strategy across all technology systems. This role is critical in ensuring the health, performance and reliability of our infrastructure, applications, and services through world-class monitoring, alerting and incident management practices. 

You will be responsible for building and leading a team that maintains and uses our monitoring platform 24/7/365 to identify issues early, respond quickly and continuously improve system resilience. 

Key Responsibilities 

• Monitoring & Observability (40%):  

• Oversee the design, maintenance and 24/7/365 operation of our monitoring solution, including our AI Ops platform. 

• Ensure end-to-end visibility into system performance, availability and user experience through robust observability standards. 

• Collaborate with the Technology, Digital and Outdoor teams to ensure monitoring is integrated from development to production. 

• Incident Management & Response (30%):  

• Continuously improve our incident detection, escalation and response processes. 

• Lead post-incident reviews for major incidents and ensure learnings are translated into system improvements. 

• Leadership & Collaboration (30%): 

• Recruit, train, motivate and retain a team of first line analysts. 

• Ensure skilled analysts are in place and equipped with the necessary training, documentation and tooling that enables rapid incident detection and resolution. 

• Collaborate closely with software engineering, product, infrastructure and support teams to empower your team to resolve incidents or escalate as needed. 

• Champion operational best practices and drive awareness of reliability as a shared responsibility across the organization. 

What You’ll Love About This Role 

• Think Big: You will be building a team and solution for monitoring Global’s entire technical estate. 

• Own It: You will be responsible for delivering first class incident detection and management. 

• Keep it Simple: You will use the latest technology, including AI, to simplify the way in which we detect and resolve incidents. 

• Better Together: You will build a brand new team of analysts, ensuring they are skilled and motivated to do a great job. 

What Success Looks Like 

In your first few months, you’ll have: 

• Recruited and onboarded the 24/7 team of monitoring analysts 

• Expanded our monitoring platform 

• Documented the most common incident recover scenarios 

• Established yourself as the leader for monitoring and response 

What You’ll Need 

• Experience: 8 years+ in Technology roles in a 24/7 organisation with experience in monitoring, observability or infrastructure engineering.   

• Incident Management: Experience in incident, change and problem management in a fast paced organisation. 

• Communication: Excellent communication, problem-solving and team-building skills.  

• Coaching and Development: Nurturing talent by empowering and guiding individuals to unlock their potential  

• Building Trust: Creating and maintaining an inclusive environment where diverse views and experiences are welcomed and celebrated in your team  

Creating a place we all belong at Global 

We are dedicated to creating a place where different voices are represented, amplified and celebrated. We know that we can’t serve our diverse audiences without first celebrating it in our people, which is why we’re passionate about creating an inclusive culture where every Globaller can belong. So, no matter who you are or where you are from, you can find your place at Global.  

As a business, we believe in the importance of a healthy work-life balance and the value of a flexible and agile workforce. Therefore, we operate a Smart Working approach. If you need us to make any reasonable adjustments during your recruitment process, drop us an email at [email protected], we’ll be happy to help.