Operations Support Engineer

Key Responsibilities:

• Provide L1, L2 and L3 production/application support and resolve technical issues within agreed SLAs.
• Monitor and analyse production and non-production environments to ensure optimal application and infrastructure performance.
• Manage application and security incidents, conduct problem determination, coordinate with internal teams and vendors, and escalate critical issues when required.
• Support incident, problem and change management processes using ITSM tools.
• Implement and maintain monitoring for applications and infrastructure using tools such as AWS CloudWatch and APM solutions.
• Implement security and access control measures for test and production environments, including privileged access controls.
• Identify opportunities for process automation to reduce downtime and human errors using tools such as Terraform and Ansible.
• Develop and maintain operational procedures, technical documentation, service records and process guides in accordance with audit requirements.
• Manage daily operations activities, analyse operational statistics, prepare status reports and present findings to stakeholders and management.
• Work with business users and technical teams to support AWS environments for AI-related use cases.
• Work collaboratively with development, product management, architecture, security and user support teams.
• Support an operations environment that may require 24/7 availability, including coordination with operations staff and vendors.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
• Proven experience as an Operations Engineer, Production Support Engineer, Application Support Engineer, Cloud Operations Engineer or similar role.
• Hands-on experience supporting applications and infrastructure in AWS or other major cloud platforms.
• Experience in production support, incident management, problem management and change management.
• Experience with application and infrastructure monitoring; AWS CloudWatch experience is preferred.
• Experience with DevOps practices, CI/CD pipelines and Agile methodologies.
• Knowledge of infrastructure/process automation using Terraform, Ansible or similar tools is preferred.
• Experience implementing security and access controls for production and test environments.
• Experience with ITSM/service management tools such as ServiceDesk, Zendesk, ServiceNow or equivalent is advantageous.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
• Strong communication and stakeholder management skills, including the ability to explain technical issues to non-technical stakeholders.
• Experience supporting AWS-based AI applications, RAG, tool calling, workflow automation or data lakes will be an added advantage.
• Cloud certifications such as AWS, Azure or Google Cloud certifications will be an advantage.
• Willingness to support operational activities that may require 24/7 coverage.