Job Summary
You will conduct site assessments, automate field operations, and manage cloud infrastructure to enhance operational efficiency and compliance. Collaborate with project managers and technical leads to drive data-informed decisions and improve service delivery.
Responsibilities
- Conduct site assessments and technical evaluations to identify operational improvements and inform decision-making
- Automate field processes by developing scripts and pipelines to increase efficiency and reduce manual tasks
- Provision and configure Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) solutions using Infrastructure as Code (IaC) tools and frameworks
- Configure and manage middleware components within cloud platforms to support operational requirements
- Implement and maintain CI/CD pipelines (e.g., SHIP-HATS) for field service delivery, infrastructure management, and middleware deployment
- Manage and fulfill service requests by assessing technical impacts and resource needs to ensure timely resolution
- Extract and document audit evidence to support compliance and regulatory requirements
- Identify and assess field operational risks, proposing and implementing mitigation strategies including safety protocols and incident management
- Engage with customers to collect feedback, resolve technical queries, and drive client satisfaction and service adoption
- Ensure field operations comply with security and hosting requirements through continuous monitoring and adjustments
- Support deployment and configuration activities to maintain operational readiness and performance
Required competencies and certifications
- Experience in Managed Services for infrastructure (on-premise and cloud environments)
- 3 to 5 years of experience in BAU field operations including routine maintenance, monitoring, change management, and operational support
- Knowledge of managed services delivery models, governance frameworks, and operational excellence methodologies
- Experience in operational reporting and routine maintenance activities within BAU operations
- Understanding of managed services commercial models, SLA structures, and performance measurement frameworks
- Strong problem-solving skills and ability to apply data-driven decision making
- Effective communication and technical writing skills to conduct user research and document findings
Preferred competencies and qualifications
- Experience leading and managing technical teams such as field engineers
- Expertise in cloud infrastructure and services including AWS, Azure, and Google Cloud
- Proficiency in infrastructure automation and scripting tools such as Terraform, Ansible, and Python
- Familiarity with DevOps practices and Site Reliability Engineering (SRE) methodologies
- Hands-on experience with StackOps and SHIP-HATS platforms
- Ability to gather and analyze customer requirements to support business case development
- Experience managing multi-site field operations
