System Operations Engineer

Key Responsibilities:

System Monitoring & Issue Resolution:

• Proactively monitor system availability, capacity, and performance; investigate, analyze, and resolve issues.
• Escalate and document issues to ensure timely resolution and maintain acceptable service levels.

Performance Monitoring & Reporting:

• Set up and configure Dynatrace dashboards to monitor application behaviour, user experience metrics, and system performance.
• Create custom alerts to detect performance degradation and resolve issues before they impact end users.
• Generate reports using SQL and other database tools, including scheduled and ad-hoc reporting.

Collaboration & Communication:

• Collaborate with technical and non-technical teams, including agency experts, vendors, project managers, and architects.
• Provide regular updates, document resolutions, and maintain status in ticketing systems (e.g., ServiceNow).

Operations Management:

• Support daily operations and oversee production system maintenance in coordination with vendors.
• Participate in patch management processes and maintain software inventory.
• Manage user access requests for databases, monitoring tools, and other systems.
• Handle the digital certificate update process in close cooperation with vendors.

Process Optimization:

• Develop and implement best practices to improve operations efficiency and enhance service quality.
• Monitor, track, and complete project tasks to meet stakeholder requirements.

Documentation & Presentations:

• Create and present high-quality documentation and presentations using advanced features of PowerPoint, Excel, and other tools.

Preferred Qualifications

• Demonstrated ability to monitor, diagnose, and resolve complex IT issues using performance tools like Dynatrace.
• Familiarity with synthetic monitoring, log analytics, and application performance monitoring (APM) best practices.
• Basic scripting skills (e.g., Linux shell, Python) for task automation.
• Strong understanding of database concepts and experience creating reports using SQL, Toad, or SQL Developer.
• Experience with ticketing systems like ServiceNow, collaboration tools like JIRA and SharePoint, and diagramming tools like Visio.
• Excellent communication skills with technical and non-technical stakeholders.

Minimum Requirements

• Education: Bachelor’s degree in Information Systems, Computer Science, or a related field.
• Experience: 5–8 years of experience in operations or systems engineering roles, with a focus on performance monitoring and troubleshooting.
• Proven ability to work in production environments with mission-critical systems, preferably in government or regulated settings.
• Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, Project, and Visio).
• Extensive hands-on experience with Dynatrace monitoring and analysis tools.