Principal Lead- Observability And Incident Management

Are you ready to join us on our exciting transformation journey at the largest bank in the UAE? This is an opportunity to make a real impact on our customers, employees, shareholders, and communities, as part of the FAB team. Were committed to our grow stronger movement, and as a member of our team, youll have access to everything you need to advance your career and make a meaningful contribution to our shared success. If youre looking for a career that will help you stand out and make a difference, now is the time to join us. Lets work together to achieve great things.

Overall objectives

•Ensure proactive detection, diagnosis, and resolution of service health issues across all IT environments

•Establish a modern observability function that delivers full visibility into the critical services, applications and infra layers

•Own and lead the major incident management process, ensuring rapid containment, clear communication and structured resolution

•Drive actionable insights through metrics and logs (MTL) and ensure system health telemetry is used to improve availability, performance and user experience

•Support operational risk reduction and continuous improvement through RCA, trend reporting and resilience engineering

Job scope

Role specific responsibilities

•Monitoring and observability engineering

•Alerting, noise reduction and event correlation

•Incident management

•Poset incident review and RCA

•Dashboarding and health visibility

•Service reliability metrics

General functional responsibilities

•Define the observability architecture strategy ensuring scalability, data security and cost optimisation

•Collaborate with app, infra and security teams to ensure instrumentation coverage and logging compliance

•Maintain operational documentation, runbooks, escalation matrices and incident playbooks

•Drive blameless culture of improvement and incident learning

•Align monitoring practices with regulatory and compliance obligations

•Represent the observability and incident management function at governance forums

•Engage with vendors, SaaS providers, and cloud platforms to ensure integration with internal monitoring and incident workflows

•Coach and mentor monitoring and incident managers to raise maturity across people, processes and tooling

Core competencies required

• Deep expertise in monitoring platforms e.g., ELK, AppDynamics, Grafana, Elastic, Datadog, APM, synthetic monitoring and log aggregation
• Solid understanding of distributed systems, microservices and hybrid cloud environments
• Strong command of SRE, telemetry pipelines, SLI/SLO and alerting strategies
• Experience running 24/7 incident command processes, leading war rooms, managing comms to executives and driving post-mortems
• Ability to align observability practices to business-critical services and customer impact, not just infra health
• Mastery of ITIL event management and incitement management with ITSM platforms like ServiceNow
• Calm decisive leadership in high pressure scenarios, excellent cross functional coordination and communication skills
• Overall 15+ years of technology experience is desirable