What are the responsibilities and job description for the Operations Support Engineer position at Encore Talent Solutions?
Operations Support Engineer (Contract-to-Hire)
📍 Location: Candidates in Ohio preferred (Remote/Onsite options)
💰 Employment Type: Contract-to-Hire
Role Overview:
Seeking an Operations Support Engineer to provide Level 2 support for critical applications, manage incident monitoring, and act as a liaison between onshore and offshore teams. This hands-on role focuses on maintaining operational stability, mentoring offshore engineers, and ensuring compliance with SLAs.
Key Responsibilities:
✔ Monitor incidents (Splunk, ServiceNow, CloudWatch, Dynatrace) and provide first response
✔ Troubleshoot API errors, transaction failures, and database issues using logs and SQL (AWS Aurora)
✔ Manage offshore team coordination, weekend support, and shift schedules (24x7 coverage)
✔ Maintain documentation (Playbooks, Confluence) and ensure smooth shift handovers
✔ Collaborate with DevOps, SRE, and development teams for process improvements
Must-Have Skills:
✅ 5 years in application support or related technical roles
✅ 3 years in banking or financial services
✅ Experience with ITIL v4 Incident Management
✅ Strong troubleshooting skills (APIs, databases, logs)
✅ Proficiency with monitoring tools (Splunk, Dynatrace, AWS CloudWatch)
✅ Offshore team coordination and shift management experience
Preferred Skills:
➕ Experience in SRE/DevOps practices and Agile environments
➕ Strong communication with technical and non-technical stakeholders
Salary : $64 - $66
