Operations Support Engineer

We are seeking a dedicated Operations Support Engineer/ Manager to ensure the smooth functioning of mission-critical systems and applications. The successful candidate will provide hands-on support, monitor infrastructure, troubleshoot incidents, and collaborate with cross-functional teams to maintain secure, efficient, and scalable operations.

Responsibilities:

• Cloud Operations Management

• Oversee daily operations of cloud-based data sharing platforms across the Cloud and On-prem environment.

  Collaborate with engineers, developers, and IT teams to ensure high availability, optimal performance, robust security, and superior user experience.

• Technical Support Leadership

• Develop and implement strategies to enhance the efficiency and effectiveness of the Level 1 technical support team.
  
  Investigate and resolve escalated technical issues, ensuring timely ticket management and escalation of complex problems to higher-level teams.

• Incident & Problem Management

• Manage incident resolution processes, recommend system improvements, and establish new operational procedures to drive continuous improvement.

  Conduct thorough outage analyses to identify root causes, prevent recurrence, and strengthen system reliability.

• Service Management & Governance

• Administer IT service management processes including Performance, Event, Incident, Problem/Escalation, Configuration, and Change Management within an agile framework.

  Define, monitor, and report on KPIs and customer-facing service metrics to assess process health and service quality.

• Monitoring & Optimization

• Partner with engineering teams to design and implement monitoring tools that track usage, performance, and costs.

  Optimize operations and reduce expenses through proactive monitoring and resource management.

• Knowledge Sharing & Documentation

Requirements:
·       Bachelor’s degree in computer science, IT, or related field.

• 8+ years of experience managing large-scale IT operations in cloud environments.
• 5+ years of hands-on expertise with AWS.
• Strong skills in Terraform, automation, and cloud configuration management.
• Experience with API Gateway (policy creation, API security, routing, monitoring).
• Proficiency in Solace brokers (publish/subscribe, queues, request/reply, MQTT).
• Knowledge of secure file transfer protocols (SFTP, HTTP/AP, PGP) and workflow integration.
• Familiarity with DevOps practices, Agile methodologies, and ITIL processes.
• Hands-on experience with monitoring tools (ELK stack / OpenSearch, Elasticsearch, Logstash, Kibana).
• Excellent troubleshooting, problem-solving, and stakeholder management skills.
• Strong communication, planning, and team leadership abilities.