Operations Engineer, Associate

Overview

The Operations Engineer, Associate is responsible for maintaining application systems in operation, resolving and escalating application issues, supporting customers and stakeholders, and delivering technology solutions with Infrastructure Service Support team members, product vendors, and global stakeholders.

What you'll do

• Maintain application systems in operation and identify, troubleshoot, resolve, or escalate application issues.
• Perform root cause analysis, communicate with management, and manage client relationships in partnership with Infrastructure Service Support team members.
• Ensure production changes follow life-cycle methodology and risk guidelines.
• Coach and mentor less experienced team members and act as a subject matter expert.
• Research, design, implement, test, evaluate, and manage software programs.
• Identify areas for modification in existing programs and develop those modifications.
• Oversee resolution of technical issues from customer teams and fix and deliver customer issues.
• Follow ITIL processes, including incident, change, release, problem, and knowledge management.
• Identify potential incidents, problems, and availability issues proactively.
• Manage IT Security incidents occurring in the application.
• Identify risks and issues and contribute to Service Management-related audits.
• Perform environment maintenance and management, including data and environment refreshes.
• Deploy software tools, processes, and metrics.
• Liaise between customer-facing teams and Product and Engineering for technical questions and issue resolution.
• Work with developers, business analysts, and systems analysts.
• Maintain documentation, including Knowledge Base articles and live incident logging for post-mortems.
• Meet delivery timelines and SLA obligations for internal and external stakeholders, escalating as necessary using judgment and discretion.
• Develop a deep understanding of the application platform across product lines and articulate support decisions and findings.
• Work with internal teams to stay current on product features, changes, and issues.
• Assist customer teams and other team members in understanding how customers can achieve desired outcomes using the applications.
• Produce FAQs, Knowledge Base articles, or end-to-end coding solutions for reported issues.
• Liaise with global stakeholders and vendors to deliver technology solutions as part of the yearly book of work.
• Understand functional requirements and stakeholder expectations and develop an appropriate plan of action.
• Work with product vendors and lead upgrades as applicable.

What you'll need

• Total 6+ years of experience, including at least 5 years in software development/support engineering.
• Advanced knowledge of Java, C#, and .Net debugging.
• Advanced knowledge of scripting, including PowerShell, Unix, or any other scripting language.
• Advanced knowledge of MS SQL Server, SSIS, Tableau, and ETL processes.
• Working knowledge of SDLC and Agile processes.
• Demonstrable experience in leading projects to successful conclusions.
• Strong customer focus with experience working with cross-functional/cross-department teams.
• Strong organization skills, resolution management, and superior written and verbal communication skills.
• B.E., B.Tech., or Master's degree in computer science or equivalent IT.
• Proven ability to leverage AI tools to enhance productivity and optimize workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs.

Nice to have

• ITIL Certification.

Details

• Location: Pune, India.