Operations Support Engineer

Roles & Responsibilities

• Monitor and analyse production and non-production environments to ensure optimum system performance and identify continuous improvement opportunities.
• Work with application teams, solution architects, security consultants, and other teams to implement improvement plans.
• Work with business users to set up AWS Quick environments to support AI use cases.
• Manage application and security incidents, perform problem determination, and coordinate resolution with internal teams and vendors within SLA.
• Provide reporting and escalation to senior management or incident committees when required.
• Develop operations and process guides covering system configuration, processes, and service records, ensuring audit compliance.
• Manage daily operations, analyse statistics, prepare status/progress reports, and present findings to stakeholders and management.
• Manage operations teams comprising staff and vendors, ensuring 24/7 support availability.

Requirements

• Bachelor’s degree in Computer Science, IT, or a related field.
• Proven experience as an Operations Engineer or similar IT operations role.
• Experience with change and incident management workflows and ITSM tools such as AWS Quick, Zendesk, or ServiceDesk is advantageous.
• Experience implementing security and access controls for privileged access to test and production environments.
• Experience with full-stack monitoring using APM tools; CloudWatch or similar cloud-native monitoring is preferred.
• Experience identifying and implementing process automation to minimise downtime and human errors; Terraform/Ansible experience is preferred.
• Experience with Agile methodologies, DevOps pipelines, test-driven development, and information security practices.
• Experience managing cloud infrastructure/services such as AWS, Azure, or Google Cloud is preferred.
• AWS ecosystem and AI application development experience, including RAG, tool calling, workflow automation, and data lakes, is highly advantageous.
• Strong problem-solving and communication skills, with the ability to explain complex technical issues to non-technical teams.
• Resourceful, collaborative, and able to develop innovative solutions using new technologies.