What are the responsibilities and job description for the Operations Support Engineer (Onshore/Offshore Liaison) position at ComResource?
Job Description
Job Description
ComResource is looking for an Operations Support Engineer (Onshore / Offshore Liaison).
We are seeking an experienced Operations Support Engineer to ensure the stability and performance of critical applications. This hands-on Level 2 support role involves incident monitoring, log analysis, and enhancing system monitoring and alerts. The engineer will act as a primary liaison for offshore teams, ensuring compliance with SLAs and maintaining smooth operational workflows. This role also includes mentoring offshore and weekend support engineers, as well as implementing monitoring, automation, and documentation improvements. Candidates in Ohio are preferred.
Responsibilities :
- Provide first response to Level 2 support tickets during EST hours.
- Monitor and analyze system alerts from Splunk, Dynatrace, AWS CloudWatch, and ServiceNow.
- Troubleshoot API errors, transaction failures, and database issues using logs and queries.
- Manage ticket documentation, resolutions, and shift handovers in ServiceNow and Confluence.
- Oversee offshore and weekend support engineers, ensuring adherence to SOPs and shift schedules.
- Serve as the primary escalation point for offshore engineers before involving technical leads.
- Track and report on incident resolution metrics, including MTTA, MTTR, and SLA compliance.
- Maintain playbooks and process documentation, conducting training for offshore teams.
- Collaborate with DevOps and development teams to enhance application stability and deployment processes.
Essentials :
Req ID : AM800596221
