Head of Support

Job Description: As the Head of Support at Commit, you will play a critical role in ensuring the reliability and performance of our customers’ cloud-based applications and services. You will guide a team of observability engineers responsible for monitoring, alerting, and optimizing our customers’ cloud infrastructure and applications.

Key Responsibilities:

• Mentor a team of observability engineers, setting clear objectives and providing regular feedback and support.
• Develop and implement strategies for cloud observability, ensuring proactive monitoring and alerting to prevent and mitigate issues.
• Collaborate with cross-functional teams to define and implement best practices for cloud observability and incident response.
• Design and maintain dashboards, metrics, and logs to provide real-time insights into the health of our customers’ cloud infrastructure.
• Work closely with DevOps and SRE teams to optimize system performance and reliability.
• Drive automation and scripting efforts to enhance observability tooling and reduce manual tasks.
• Stay up-to-date with industry trends and emerging technologies in cloud observability, recommending and implementing improvements as needed.
• Participate in on-call rotations and incident response activities as necessary.

Qualifications:

• Proven experience in cloud observability, monitoring, and alerting in a cloud-native environment (e.g., AWS, Azure, GCP).
• Strong leadership and management skills, with a track record of building and developing high-performing teams.
• Proficiency with observability tools such as Prometheus, Grafana, Datadog, NewRelic, ELK Stack, or similar technologies.
• Experience with infrastructure as code (IAC) and automation tools (e.g., Terraform, Ansible, Puppet) is a plus.
• Knowledge of containerization technologies (e.g., Docker, Kubernetes) and microservices architecture.
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced and agile environment.
• Relevant certifications (e.g., AWS Certified DevOps Engineer, Google Cloud Professional DevOps Engineer) are a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience) - Advantage.