IT Field Operations Engineer /Product Specialist

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