Description

Operations Support Engineer

Role Overview

We are seeking an experienced Operations Support Engineer to provide L1, L2, and L3 application support for internal enterprise platforms and digital products. This role is responsible for ensuring the reliability, stability, security, and performance of production and non-production environments while supporting ongoing business and technology operations.

The successful candidate will work closely with development teams, product managers, architects, security teams, business users, and external vendors to identify and resolve issues, implement operational improvements, and maintain high service availability. This position plays a critical role in managing incidents, optimizing system performance, and supporting cloud-based and AI-driven solutions.

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

• Problem-solving and critical thinking
• Operational excellence mindset
• Continuous improvement orientation
• Strong ownership and accountability
• Collaboration and stakeholder engagement
• Innovation and adaptability
• Customer-focused approach