Operations Support Engineer

Job Responsibilities The Operations Support Engineer is responsible for ensuring the reliability, availability, security, and operational excellence of IT applications and infrastructure. You will work closely with application teams, solution architects, security specialists, vendors, and business stakeholders to maintain stable production and non-production environments while driving continuous service improvement. Key Responsibilities: Monitor, analyse, and maintain the health and performance of production and non-production environments to ensure optimal system availability and performance. Identify trends, perform root cause analysis, and implement data-driven improvements to enhance system reliability and operational efficiency. Manage application, infrastructure, and security incidents, ensuring timely resolution in accordance with agreed Service Level Agreements (SLAs). Coordinate with internal teams, external vendors, and stakeholders to troubleshoot and resolve operational issues. Escalate critical incidents to management and incident committees where necessary, while providing timely status updates and post-incident reports. Develop, maintain, and continuously improve operational procedures, system documentation, runbooks, and process guides to support operational excellence and audit compliance. Manage day-to-day operational support activities, prepare operational metrics, analyse trends, and present reports to management and stakeholders. Support change management activities, ensuring changes are implemented with minimal business disruption. Identify opportunities to automate operational processes to reduce manual effort, minimise downtime, and improve service quality. Implement and maintain security controls and privileged access management for production and non-production environments. Work closely with development and DevOps teams to support deployment, monitoring, and continuous improvement initiatives. Coordinate and manage support teams, including vendors, to ensure reliable 24/7 operational support where required. Requirements Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline. Proven experience as an Operations Engineer, Production Support Engineer, Site Reliability Engineer (SRE), or a similar IT operations role. Hands-on experience with IT Service Management (ITSM) processes, including Incident Management, Problem Management, Change Management, and Service Request Management. Experience using ITSM platforms such as Remedy, Zendesk, ServiceDesk, ServiceNow, or equivalent. Knowledge of application and infrastructure monitoring, including Application Performance Monitoring (APM) solutions. Familiarity with cloud monitoring platforms such as AWS CloudWatch, Google Cloud Operations (formerly Stackdriver), Azure Monitor, OpenTelemetry, or similar monitoring tools. Experience implementing security controls, privileged access management, and access governance for production environments. Knowledge of automation and Infrastructure as Code (IaC) tools such as Terraform, Ansible, PowerShell, Bash, or similar scripting technologies is an advantage. Experience supporting cloud and on-premises infrastructure, with knowledge of AWS, Microsoft Azure, Google Cloud Platform (GCP), or equivalent cloud technologies. Familiarity with Agile methodologies, DevOps practices, CI/CD pipelines, Test-Driven Development (TDD), and information security best practices. Strong analytical, troubleshooting, and problem-solving skills with the ability to perform root cause analysis. Excellent interpersonal and communication skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders. Self-motivated, resourceful, and able to work effectively in a collaborative, fast-paced environment. Professional certifications in cloud technologies (AWS, Microsoft Azure, Google Cloud), ITIL, or related disciplines will be an advantage.