M03 - Operations Support Engineer

Overview We are looking for an experienced Operations Support Engineer to support the reliability, availability, and performance of a business-critical internal application. In this role, you will provide Level 2 and Level 3 application support, working closely with software engineers, product managers, infrastructure teams, and vendors to resolve production issues, improve operational processes, and ensure system stability. The ideal candidate is experienced in IT operations, incident management, cloud infrastructure, and application monitoring, with a strong focus on operational excellence, automation, and continuous improvement. Responsibilities Provide Level 2 and Level 3 application support, including code-level troubleshooting and issue resolution. Monitor and maintain production and non-production environments to ensure system reliability, availability, and optimal performance. Investigate, troubleshoot, and resolve application, infrastructure, and security incidents within agreed service levels (SLAs). Collaborate with development, architecture, infrastructure, security, and vendor teams to implement fixes and continuous service improvements. Perform root cause analysis (RCA) and recommend preventive measures to minimize recurring issues. Develop and maintain operational documentation, including support procedures, system configurations, and process documentation. Manage day-to-day operational activities, prepare service reports, and communicate system status and incident updates to stakeholders. Support change management, release activities, and production deployments while ensuring operational stability. Drive automation initiatives to improve operational efficiency, reduce manual effort, and minimize downtime. Participate in on-call support and ensure operational coverage for critical production systems. Requirements Bachelor's degree in Computer Science, Information Technology, or a related discipline. Proven experience in an Application Support, Oper…