As a Supervisor, Service Management – Observability at the GTIO Service Management Office, you will play a critical role in supporting thousands of individuals worldwide who access and use the observability platforms that ensure the availability, reliability, and scalability of our customer and store systems. Success in this role requires critical thinking, customer obsession, the ability to influence and deliver through others, curiosity, innovation, and the skills to engage, mobilise and excite people and partners around business change.
You will act as the go‑to for Business Change, working closely with the leadership team and subject matter experts to understand and empathise with what people need for success.
Responsibilities
* Dashboards & Reporting (Grafana/New Relic)
o Build and maintain product and service dashboards (incl. user‑journey and SPOG views).
o Own KPI / monthly reports and recorded/saved queries; improve panel performance and hygiene.
o Partner with stakeholders to define meaningful metrics and present results clearly.
* Data Source & Log Integration (Loki/EC2/Cloud)
o Configure and maintain data sources (Loki, EC2/Cloud, Prometheus, others).
o Implement and maintain visualisations from all types of data streams.
o Troubleshoot ingestion, labeling, and parsing to keep signals clean and actionable.
* APM/Infra Admin (New Relic)
o Support account & user management, agent installations, alert setup/disable, and workflow automations.
o Monitor usage and cost reports; recommend optimisations.
* Pipelines & Data Hygiene (Cribl)
o Assist with pipeline scripting for routing, enrichment, filtering, and data movement.
o Help maintain data streams and document patterns for reuse.
* Incident & Request Flow (ServiceNow)
o Triage and update tickets related to observability tools and requests.
o Contribute to runbooks and ensure incident/alert mappings stay current.
* Enablement & Best Practices
o Ramp up new teams on the platform; publish concise best‑practice guides.
o Standardise folders, tags, and ownership; improve signal‑to‑noise.
Qualifications
* Essential technical skills on Python, SQL, and JavaScript.
* Hands‑on experience with at least two of the following: Grafana, New Relic, Cribl, Loki/LogQL, ServiceNow.
* Comfortable writing queries (Grafana transformations, LogQL, NRQL basics) and reading JSON/YAML.
* Familiarity with cloud computing concepts, basic Linux, and Python/Java scripting (Intermediate level).
* Experience in data engineering, data modelling, and transformation is a plus.
* Clear written communication skills; ability to produce concise documents and runbooks.
Nice to Haves
* Basics of Kubernetes/Istio signals (logs/metrics/traces).
* Prometheus/PromQL, CloudWatch, or other Grafana data sources.
* Experience with workflow automations (Datadog/New Relic/Grafana Alerting) and cost governance.
* Exposure to data pipelines (Cribl) and log enrichment patterns.
Background and Skills
* A proven track record of managing change effectively across cross‑functional teams, global and segment structures, and matrix organisations.
* The ability to influence and engage effectively.
* Strong communications and storytelling experience.
* Ability to forge genuine and collaborative relationships with stakeholders.
* Highly collaborative work style with the ability to mobilise teams around common goals.
* The ability to spot problems and solve them creatively.
* Curious mindset, never settling for the status quo and advocating for continuous improvement.
* Experience working in an Agile team; industry recognised qualifications (e.g. Scrum.org) are a plus.
* Proficient with Microsoft Office software, Jira, and Confluence tools.
Equal Opportunity Employer
We are an equal opportunity employer committed to the diversity of our crew members, staff, operators and suppliers. We promote an inclusive work environment that creates feel‑good moments for everyone.
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