Operations Support Engineer

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The opportunity

We are looking for a operations engineer in IT product management who will be responsible for ensuring the reliability, stability, and efficiency of our technical infrastructure. The individual will work closely with developers, product managers, and user support to identify and rectify any issues that could affect the performance of the system. This role is crucial in maintaining high uptime and providing the expected level of service to our users.

Your key responsibilities

• Monitor and analyse the current state of various product runtime environment (production and non-production) to ensure optimum system performance and work out data-based strategy for continuous improvement.  Work with application teams, solution architects, security consultants, and other teams to implement improvement plans.
• Manage application and security incidents, conduct problem determination, work with various internal teams and vendors to resolve issues on a timely basis to meet SLA, provides reporting and escalation to higher management or incident committee if necessary.
• Develop operations and processes guide to ensure every aspect of operations is documented and complies with audit requirements.
• Manage day-to-day operation activities, analyse statistics and write status and progress reports, and present findings to stakeholders and higher management.

Skills and attributes for success

• Implement change management and incident management workflows, using ITSM tools e.g. Remedy, Zendesk, ServiceDesk to automate workflows is advantageous 
• Implement security and access control measures to control privileged access to test and production environment. 
• Implement full stack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools.
• Familiarity with cloud native monitoring options (e.g. Cloudwatch, Stackdriver) and the OpenAPM stack is preferred. 
• Identify and implement process automation to minimum downtime and human errors.  Familiarity with scripting tools e.g. Terraform, Ansible is preferred. 
• Experienced in agile methodologies, DevOps pipelines, test-driven
• development, and info-security practices. 
• Able to work collaboratively with a high-performance team and influence with positive energy.