Operations Support Engineer

Job Summary

We are seeking an Operations/Technical Support Engineer to join our core development team, delivering L1, L2, and L3 code-level support for an internal product. This role ensures the reliability, stability, and efficiency of our technical infrastructure, collaborating across teams to maintain high system uptime and service quality.

Responsibilities

• Monitor and analyze product runtime environments (production and non-production) to ensure optimum system performance and develop data-driven strategies for continuous improvement
• Collaborate with application teams, solution architects, security consultants, and other stakeholders to implement system and process improvement plans
• Manage application and security incidents by conducting problem determination, coordinating with internal teams and vendors to resolve issues promptly, and reporting/escalating to management or incident committees as needed to meet SLA requirements
• Develop and maintain comprehensive operations and process documentation to ensure compliance with audit standards
• Oversee day-to-day operational activities, analyze performance statistics, and prepare status and progress reports for stakeholders and senior management
• Implement change management and incident management workflows using ITSM tools such as Remedy, Zendesk, or ServiceDesk to automate and streamline operations
• Enforce security and access control measures to regulate privileged access to test and production environments
• Deploy full stack monitoring solutions, including application and infrastructure monitoring, leveraging Application Performance Management (APM) tools and cloud-native monitoring platforms like Cloudwatch and Stackdriver
• Identify and implement process automation initiatives to minimize downtime and reduce human error, utilizing scripting tools such as Terraform and Ansible
• Apply agile methodologies, DevOps pipelines, test-driven development, and information security best practices to enhance operational efficiency
• Collaborate effectively within a high-performance team environment, influencing positive outcomes through resourcefulness and innovative problem-solving
• Communicate complex technical issues clearly to non-technical audiences to facilitate understanding and decision-making

Required competencies and certifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven experience as an Operations Engineer or in a similar IT operations role

Preferred competencies and qualifications

• Experience implementing change and incident management workflows using ITSM tools (e.g., Remedy, Zendesk, ServiceDesk)
• Implement security and access control measures to control privileged access to test and production environment
• Familiarity with cloud-native monitoring tools such as Cloudwatch, Stackdriver, and the OpenAPM stack
• Experience with scripting and automation tools such as Terraform and Ansible
• Knowledge of agile methodologies, DevOps pipelines, test-driven development, and information security practices
• Experience managing cloud infrastructure and services with certifications or familiarity in GPC, GCC (AWS, Azure, Google Cloud), or equivalent platforms
• Able to work collaboratively with a high performance team and influence with positive energy
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams