Operations Support Engineer

Responsibilities

• Monitor and analyse the current state of various product runtime environments, including production and non-production, to ensure optimal system performance. Develop data-driven strategies for continuous improvement and work with application teams, solution architects, security consultants, and other teams to implement improvement plans.
• Manage application and security incidents, perform problem determination, and work with various internal teams and vendors to resolve issues promptly in order to meet SLAs. Provide reporting and escalate matters to higher management or the incident committee where necessary.
• Develop operations and process guides to ensure all aspects of operations are properly documented and compliant with audit requirements.
• Manage day-to-day operational activities, analyse statistics, prepare status and progress reports, and present findings to stakeholders and higher management.
• Manage an operations team comprising staff and vendors, ensuring 24/7 support availability.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Required Skills

• Proven experience as an Operations Engineer or in a similar role within an IT environment.
• Experience implementing change management and incident management workflows, using ITSM tools such as Remedy, Zendesk, or ServiceDesk to automate workflows will be advantageous.
• Experience implementing security and access control measures to manage privileged access to test and production environments.
• Experience implementing full-stack monitoring, including application and infrastructure monitoring, using Application Performance Management tools. Familiarity with cloud-native monitoring options such as CloudWatch and Stackdriver, as well as the OpenAPM stack, is preferred.
• Ability to identify and implement process automation to minimise downtime and human errors. Familiarity with scripting tools such as Terraform and Ansible is preferred.
• Experience with agile methodologies, DevOps pipelines, test-driven development, and information security practices.
• Ability to collaborate effectively with a high-performance team and influence others with positive energy.
• Resourceful, with the ability to develop solutions through innovative thinking and new technologies.
• Experience in managing cloud infrastructure and services, or certification with GPC, GCC, such as AWS, Azure, Google Cloud, or equivalent cloud platforms, will be preferred.
• Excellent problem-solving skills.
• Strong communication skills, with the ability to explain complex technical issues to non-technical teams.
• Good to have Sitecore XM Cloud Developer or Sitecore Order Cloud Certification.