Operations Support Engineer

Job Summary

We are seeking a highly motivated Operations Support Engineer to join our team. The successful candidate will be responsible for providing support for business-critical applications, ensuring minimal downtime, and delivering an excellent support experience for users.

Responsibilities

• Monitor system performance across production and non-production environments to ensure optimal operation and identify areas for continuous improvement using data-driven strategies
• Resolve technical issues promptly by coordinating with cross-functional teams and vendors to meet service level agreements (SLAs)
• Manage application and security incidents by conducting root cause analysis, escalating issues to management or incident committees as needed, and providing detailed incident reports
• Collaborate with application teams, solution architects, and security consultants to implement system and process improvements that enhance operational efficiency and security
• Develop and maintain comprehensive documentation of system configurations, operational processes, and service records to ensure compliance with audit requirements
• Lead day-to-day operational activities, analyze performance statistics, prepare status and progress reports, and present insights to stakeholders and senior management
• Manage and coordinate a 24/7 operations support team comprising internal staff and external vendors to ensure continuous support availability
• Implement change management and incident management workflows using ITSM tools such as Remedy, Zendesk, or ServiceDesk to automate and streamline operations
• Apply security and access control measures to regulate privileged access in test and production environments, ensuring compliance with security policies
• Implement full stack monitoring solutions, including application and infrastructure monitoring, using Application Performance Management (APM) tools and cloud-native monitoring platforms such as Cloudwatch and Stackdriver
• Identify and implement process automation initiatives to reduce downtime and minimize human error
• Utilize scripting tools such as Terraform and Ansible to support infrastructure automation and configuration management
• Apply agile methodologies, DevOps pipelines, test-driven development, and information security best practices to enhance operational workflows
• Collaborate effectively within a high-performance team environment, influencing positive outcomes through resourcefulness and innovative problem-solving
• Manage cloud infrastructure and services, leveraging certifications or experience with platforms such as AWS, Azure, Google Cloud, or equivalent

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams is preferred