Operations Support Engineer

Role Overview

Key Responsibilities

• Monitor and analyze application and infrastructure performance across production and non-production environments to ensure optimal system availability and efficiency.
• Develop data-driven strategies and implement continuous improvement initiatives in collaboration with application teams, solution architects, security teams, and other stakeholders.
• Partner with business users to establish and support cloud-based environments for AI and analytics use cases.
• Manage application, infrastructure, and security incidents; perform root cause analysis and coordinate resolution efforts with internal teams and external vendors.
• Ensure incidents and service requests are resolved within agreed service levels and provide timely escalation when required.
• Develop and maintain operational procedures, support documentation, system configurations, and audit-compliant process guides.
• Prepare operational reports, analyze performance metrics, and communicate findings to stakeholders and management.
• Manage day-to-day operational activities and ensure business continuity.
• Coordinate and oversee support teams, including external vendors, to provide 24x7 operational support coverage.
• Assist in implementing operational best practices, automation, monitoring, and security controls across systems and environments.

Required Skills & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Proven experience as an Operations Engineer, Production Support Engineer, Site Reliability Engineer (SRE), or a similar IT operations role.
• Experience implementing incident management, problem management, and change management processes using ITSM platforms.
• Strong understanding of security controls, privileged access management, and environment access governance.
• Experience implementing application and infrastructure monitoring solutions, including Application Performance Monitoring (APM) tools.
• Familiarity with cloud-native monitoring and logging services.
• Experience identifying and implementing automation solutions to reduce manual effort, operational risk, and system downtime.
• Knowledge of infrastructure automation and scripting tools such as Terraform, Ansible, or similar technologies.
• Hands-on experience with Agile methodologies, DevOps practices, CI/CD pipelines, test-driven development, and information security standards.
• Strong analytical and troubleshooting skills with the ability to resolve complex technical issues.
• Excellent communication and stakeholder management skills with the ability to translate technical concepts for non-technical audiences.
• Ability to work effectively within high-performing, cross-functional teams.

Preferred Qualifications

• Experience managing and supporting cloud infrastructure and services on platforms such as AWS, Microsoft Azure, or Google Cloud Platform.
• Relevant cloud certifications are highly desirable.
• Experience working with AI/ML platforms and cloud-based AI solutions.
• Understanding of Retrieval-Augmented Generation (RAG), workflow automation, tool integration, and data lake architectures is advantageous.
• Experience supporting enterprise-scale applications in a 24x7 operational environment.

Key Competencies