Monitoring Analyst

Your Role: MONITORING ANALYST 

As a Monitoring Analyst at Global, you will be part of a dynamic team based in London’s Leicester Square providing 24/7 first line monitoring and incident response across our Technology & Digital estate. You will use cutting-edge monitoring platforms and observability tools to detect, assess, resolve and escalate incidents, ensuring the health, performance and reliability of our systems, applications and services. 

Working in shifts to provide round-the-clock coverage, you will play a critical role in identifying issues early, responding rapidly and supporting the continuous improvement of our operational resilience. 

Key Responsibilities 

• Monitoring (40%):  

• Monitor alerts, indicators and operational metrics to detect issues or anomalies. 

• Monitor performance, availability and health of infrastructure and applications. 

• Incident Detection, Collaboration & Escalation (30%):  

• Detect and assess incidents in line with established processes, ensuring rapid response an minimal impact to consumers and colleagues. 

• Perform initial triage and troubleshooting, aiming to resolve incidents. 

• Collaborate with specialist teams or third-parties to resolve more complex incidents. 

• Escalate and communicate as necessary. 

• Data Analysis & Reporting (30%):  

• Maintain accurate records of incidents, actions and communications. 

• Participate in post-incident reviews and contribute to the documentation of incident recovery scenarios 

• Continuously improve monitoring processes, documentation and tooling through feedback and collaboration. 

• Champion operational best practises and contribute to a culture of reliability and resilience. 

What You’ll Love About This Role 

Think Big: You’ll be monitoring Global’s entire technical estate  

Own It: You’ll be self-sufficient and motivate to detect and resolve issues on your own. 

Keep it Simple: You will use the latest technology, including AI, to simplify the way in which we detect and resolve incidents. 

Better Together: You’ll work collaboratively with our great Technology & Digital Product teams to resolve incidents and improve reliability 

What Success Looks Like 

In your first few months, you’ll have: 

• Understood the key technologies that underpin Global’s services 

• Familiarised yourself with Global’s monitoring tools and service management tools so you can respond quickly to incoming alerts 

• Build relationships with key members of the Technology & Digital product teams 

• Become self-sufficient in monitoring and managing some of the more routine incidents 

What You’ll Need 

• Experience: Degree or equivalent work experience; skilled in IT incident diagnosis and resolution.  

• Tooling: Some experience working with monitoring tools and dashboards.  

• Communication: Excellent verbal and written communication skills.  

• Analytical: Strong analytical and problem-solving skills. 

• Autonomous: Ability to operate autonomously and the ability to manage input from others; able to manage multiple priorities and operate effectively in a fast-paced environment. 

• Continuous improvement: Strives for continuous improvement and exercises sound judgement. Has a strong sense of ownership and the ability to follow tasks through to completion.