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Operations Support Engineer

4 weeks ago

Ohio City, Ohio, United States Javen Technologies Full time
Candidates in Ohio Preferred

GENERAL FUNCTION:
The Operations Support Engineer (Onshore/Offshore Liaison) is responsible for ensuring the operational stability and performance of critical applications. This hands-on level 2 support role also involves overseeing incident monitoring, log analysis, and enhancing monitoring and alerts. The engineer will act as a primary point of contact for offshore teams, ensuring compliance with SLAs, and maintaining a smooth operational experience. This position emphasizes hands-on Level 2 support while coordinating and mentoring offshore and weekend support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness.

DUTIES AND RESPONSIBILITIES:

• Incident Monitoring & First Response:

• First response to Level 2 tickets during EST time zone.

• Monitor Splunk Alerts, ServiceNow Incidents, CloudWatch, and Dynatrace Alerts and system health issues.

• Perform initial triage and apply resolution from Playbooks.

• Escalate critical issues to Onshore L2 technical lead and L3 support.

• Log Analysis & Troubleshooting:

• Investigate API errors, transaction failures, and database issues using logs and tools (Splunk, Dynatrace, etc.).

• Run SQL queries on AWS Aurora to verify data and research issues.

• Ticket Management & Shift Coverage:

• Log incidents, document workarounds, and resolutions in ServiceNow, Digital.ai, and/or Confluence.

• Ensure smooth shift handovers with detailed incident reports.

• Offshore & Weekend Coverage Team Management:

• Oversee two offshore engineers and weekend L1 resources, ensuring standard operating procedure (SOP) adherence and smooth shift changeovers.

• Manage shift schedules, ensuring 24x7 coverage.

• Conduct weekly offshore syncs and knowledge-sharing sessions.

• Incident Escalations & SLA Tracking:

• Serve as the primary escalation point for offshore engineers before involving the technical lead.

• Track and report MTTA, MTTR, and SLA compliance for offshore and weekend staff.

• Participate in weekend L2 on-call rotation.

• Documentation & Knowledge Transfer:

• Maintain Playbooks and offshore process documentation in Confluence.

• Train offshore and weekend engineers on new tools and procedures.

• Collaboration with Technical Lead, SRE/DevOps Team, Development Team:

• Ensure that offshore engineers contribute to incident tracking and postmortems.

• Collaborate with DevOps and development teams to improve deployment processes and application resilience.

SUPERVISORY RESPONSIBILITIES:
Provide leadership and coordination for offshore team members and weekend support engineers.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Bachelor's degree in Computer Science/Information Systems or equivalent work experience.

• 5+ years of experience in application support or a related technical role.

• 3+ years experience in the banking or financial industry.

• Strong understanding of ITIL v4 Incident Management.

• Experience with offshore team coordination in a 24x7 environment.

• Proficiency in troubleshooting API errors, transaction failures, and database issues.

• Strong knowledge of monitoring tools like Splunk, Dynatrace, and AWS CloudWatch.

• Experience with ticketing and documentation tools like ServiceNow and Digital.ai.

• Excellent communication skills with both technical and non-technical stakeholders.

• Strong analytical and problem-solving abilities.

• Experience with SRE/DevOps practices and coordination with SRE/DevOps teams.

• Experience working in Agile environments.