JOB DESCRIPTION
Location: Edinburgh
This is a hybrid position for Global Head of Observability and NOC primarily based in our Edinburgh office. We're committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.
We give you a world of potential
Computershare has an exciting opportunity for a brand new, permanent full-time Global Head of Observability and Network Operations Center (NOC) driving and maturing our end-to-end observability and reliability initiatives. As the Global Head of Observability and NOC, you'll lead a 24/7 workforce ensuring the reliability and performance of our global technology ecosystem.
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A role you will love
As Global Head of Observability and NOC, you will demonstrate strong leadership skills, show your experience, vision and passion to set direction and provide strategic focus to a 24/7 workforce of NOC Analysts and Team leaders. Furthermore, you will lead the teams Technical Trainers who support the NOC through implementing structured training and development.
The Global Head of Observability and NOC is critical in ensuring the smooth functioning and performance of our global infrastructure and applications. You will be at the forefront of ensuring systems reliability and building a best-in-class Network Operations Centre. You will achieve this through the development of people, processes and tools, communicating any incidents or issues at all levels. You will strive to continually optimize and automate manual tasks to improve quality and efficiency.
The key responsibilities of this role are:
- Develop and implement observability strategies across infrastructure and applications.
- Lead and mentor NOC Analysts, Snr Analysts, Team Leaders, and Technical Trainers.
- Drive adoption of Site Reliability Engineering (SRE) practices.
- Oversee incident response and problem management.
- Implement innovative monitoring and automation solutions.
- Foster a culture of continuous improvement and learning.
- Drive and challenge Engineering Leadership to deliver a cutting-edge Network Operations Centre.
- Oversee 24/7 monitoring of infrastructure / application health, performance, and 1st line security.
- Collaborate with stakeholders (IT, engineering, business units, etc.) to align network operations with business goals.
- Optimise performance and establish key metrics (KPIs and SLOs).
- Communicate effectively with senior management and other departments.
- Identify areas for automation to improve efficiency and quality.
Other Key Responsibilities:
- Development of Staff - Ensuring all direct reports have a career pathway.
- Leadership - Motivating direct reports to meet individual and common objectives.
- People Skills - Coach staff and promote personal development.
- Influencing Skills - Skill and experience to motivate staff.
- Resource Management - Ensuring your teams are skilled in the relevant areas.
- Working Relationships - Working seamlessly with other areas.
- Culture - Promote a culture of delivering excellent customer service.
- Global Alignment - Align processes to simplify NOC ways of working.
- Ability to adapt to change - Demonstrate ability to deliver priority projects/initiatives to NOC.
- Service Assurance - Working with Global Information and Security and Risk to ensure IT Compliance and effective risk management and audit standards are met.
What will you bring to the role?
- Proven experience leading enterprise-level NOC and observability practices.
- Strong background in IT infrastructure, cloud technologies, and modern DevOps practices.
- Expertise in implementing end-to-end monitoring solutions.
- Experience with SRE principles and ITIL frameworks.
- Excellent leadership and communication skills with the ability to train/coach and instil strategic objectives and direction.
- Ability to drive cultural change towards data-driven operations.
- Passion for customer outcomes and service excellence.
- Willingness to work flexible hours in a global operating model.
- Excellent communication skills both written and verbal.
- Experience of delivering to c-levels executives.
- Ability to deliver consistent performance in a high-pressure environment.
- Understanding of industry direction and best practices.
- Creative approach to problem solving and process optimization.
- Proactive approach for identifying opportunities for improvement and innovation.
Preferred experience:
- Experience working within a large organisation.
- Knowledge of ITSM platforms and AIOps.
- Familiarity with observability tools (e.g., Prometheus, Grafana, ELK stack).
- Experience with cloud-native technologies and microservices architectures.
- Background in chaos engineering and resilience testing.
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.
#LI-SM1 #LI-Hybrid
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
Computershare celebrate the diversity of our people, and we welcome applications from everyone. We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers' needs to allow us to drive better outcomes.
We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at TalentAcquisition@computershare.com detailing your requirements and contact information.
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.