Senior Support Executive

Support Executive (Observability & Reliability Engineering) Location: London – Heathrow (Hybrid, 4 days onsite) Contract Type: 6-Month Contract Day Rate: £375 (Inside IR35) About the Role Our client, a top global organization, is seeking a Support Executive with strong experience in observability, reliability engineering, and cross-functional delivery coordination. In this role, you’ll ensure seamless digital experiences by implementing unified observability frameworks and optimizing service reliability across multiple product teams. You’ll collaborate with Digital Product, Engineering, and Operations teams to define SLIs, SLOs, and error budgets, implement AI-driven monitoring, and continuously improve incident response and system performance. Key Responsibilities • Drive a single-pane-of-glass observability approach for customer journey monitoring. • Coordinate release schedules and dependencies across multiple product teams. • Define and implement observability standards — metrics, dashboards, alerts, and SLOs. • Map and monitor end-to-end customer journeys to identify risks and performance issues. • Collaborate with DevOps, Engineering, and Operations to improve service reliability. • Integrate AI-driven analytics to predict incidents and reduce mean time to resolution (MTTR). • Lead post-incident reviews and implement reliability governance processes. • Support automation of testing, monitoring, and deployment pipelines. Essential Skills & Experience • Strong DevOps engineering background with cross-functional collaboration experience. • Hands-on expertise with observability platforms such as Datadog or Splunk. • Solid knowledge of CI/CD, Terraform, CloudFormation, and automation frameworks. • Understanding of SLIs, SLOs, error budgets, and reliability governance practices. • Ability to turn technical signals into business-level customer insights. • Excellent communication skills for stakeholder and cross-team alignment. • Experience with incident management, postmortem analysis, and capacity planning. • Proven ability to develop synthetic and real user monitoring dashboards. • Familiarity with AI-based monitoring and anomaly detection tools. Desirable • Cloud and containerization experience (Kubernetes, Docker). • Exposure to Agile/DevSecOps environments. • Experience supporting airline, e-commerce, or other high-availability platforms. If this is relevant to your experience, please apply with your CV and we will be in touch.