Operations Support Engineer | Contract

As an Operations Support Engineer, you will work closely with product managers, developers, architects, security specialists, and support teams to deliver and maintain software applications. This role requires a hands-on individual who can effectively manage incidents, troubleshoot technical issues, drive continuous improvements, and support 24/7 operational readiness.

Job Responsibilities

• Provide L1, L2, and L3 application support for internal digital products and applications.
• Monitor and analyze the health, performance, and availability of production and non-production environments.
• Proactively identify system issues, performance bottlenecks, and operational risks, and recommend improvement initiatives.
• Manage application, system, and security incidents, ensuring timely resolution in accordance with established SLAs.
• Perform root cause analysis, problem determination, and coordinate with internal teams and vendors to resolve complex technical issues.
• Escalate critical incidents and provide timely reporting to management and incident response committees when required.
• Collaborate with application teams, solution architects, security consultants, and infrastructure teams to implement operational improvements.
• Develop, maintain, and enhance operational procedures, support documentation, knowledge articles, and process guides to ensure compliance with audit and governance requirements.
• Analyze operational metrics and statistics, prepare status reports, and present findings and recommendations to stakeholders and management.
• Support deployment activities, system maintenance, and environment readiness for product releases.
• Ensure operational excellence by driving process automation, monitoring improvements, and continuous service enhancement initiatives.
• Manage and coordinate support activities across internal staff and external vendors.
• Support business continuity requirements and ensure operational support coverage on a 24/7 basis when necessary.

Job Qualifications

• Degree in Computer Science, Information Technology, or a related field.
• With 4 – 7 years of experience as an Operations Engineer or similar role in an IT setting.
• Implement change management and incident management workflows, using ITSM tools e.g. Remedy, Zendesk, ServiceDesk to automate workflows is advantageous.
• Implement security and access control measures to control privileged access to test and production environment.
• Implement full stack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools. Familiarity with cloud monitoring options (e.g. Cloudwatch, Stackdriver) and the OpenAPM stack.
• Excellent communication skills, with the ability to communicate complex technical issues to non-technical teams.
• Identify and implement process automation to minimum downtime and human errors. Familiarity with scripting tools e.g. Terraform, Ansible.
• Experienced in agile methodologies, DevOps pipelines, test-driven development, and info-security practices.
• Able to work collaboratively with a high-performance team and influence with positive energy.
• Resourceful and able to work out solutions with innovative thinking and new tech.
• Experienced with management cloud infrastructure and services.
• Certification with GPC, GCC (i.e. AWS, Azure, Google Cloud) or equivalent cloud platforms is highly desirable.

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