DBiz is seeking an Operations Support Engineer to provide technical operations support for clientele projects. You will work with product teams to ensure the reliability, stability, and efficiency of software applications and supporting infrastructure, adopting best practices and agile methodologies.

Primary Responsibilities

Provide Level 2 and Level 3 support for internal software products, including code-level troubleshooting and resolution
Monitor and analyse the performance of production and non-production environments to ensure optimal system uptime and reliability
Collaborate with developers, product managers, solution architects, and security consultants to identify, resolve, and prevent technical issues
Manage and resolve application and security incidents, ensuring timely issue resolution and escalation as needed
Maintain comprehensive documentation for system configuration, processes, and service records to comply with audit requirements
Develop and implement operational processes and preventive measures for continuous system improvement
Coordinate and manage operations teams, including staff and vendors, to ensure 24/7 support coverage for client systems
Analyse statistics, prepare status and progress reports, and present findings to stakeholders and management
Implement and automate change management and incident management workflows using ITSM tools (e.g., Remedy, Zendesk, ServiceDesk)
Ensure compliance with security and access control measures for test and production environments
Deploy and manage full-stack monitoring (application and infrastructure), using APM tools and cloud-native monitoring options (e.g., CloudWatch, Stackdriver)
Identify and implement process automation to reduce downtime and human errors, leveraging scripting tools (e.g., Terraform, Ansible)

Key Requirement

Bachelor’s degree in Computer Science, Information Technology, or related field
Proven experience as an Operations Engineer or similar IT support role
Experience implementing and automating change/incident management with ITSM tools
Familiarity with security and access control best practices
Experience with full stack monitoring and APM tools, including cloud-native monitoring solutions
Proficiency in process automation and scripting tools (e.g., Terraform, Ansible)
Experience with agile methodologies, DevOps pipelines, test-driven development, and info-security practices
Strong analytical and problem-solving skills
Excellent communication skills, able to convey complex technical issues to non-technical audiences
Ability to work collaboratively and influence teams positively
Resourceful and innovative in troubleshooting and adopting new technologies
Experience managing cloud infrastructure and services (AWS, Azure, Google Cloud) is preferred

Good-to-Have