What are the responsibilities and job description for the Operations Support Engineer position at Hmsnt?
Job Description
Job Description
Job Title : Operations Support Engineer
Location : Remote (Looking for Ohio Location)
Hiring type : W2
Client : 53 Bank
Remote position but candidates in Ohio preferred
General Summary :
The Operations Support Engineer (Onshore / Offshore Liaison) is responsible for ensuring the operational stability and performance of critical applications. This hands-on level 2 support role also involves overseeing incident monitoring, log analysis, and enhancing monitoring and alerts. The engineer will act as a primary point of contact for offshore teams, ensuring compliance with SLAs, and maintaining a smooth operational experience. This position emphasizes hands-on Level 2 support while coordinating and mentoring offshore and weekend support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness.
Duties and Responsibilities :
- Incident Monitoring & First Response :
First response to Level 2 tickets during EST time zone.
Investigate API errors, transaction failures, and database issues using logs and tools (Splunk, Dynatrace, etc.).
Log incidents, document workarounds, and resolutions in ServiceNow, Digital.ai, and / or Confluence.
Oversee two offshore engineers and weekend L1 resources, ensuring standard operating procedure (SOP) adherence and smooth shift changeovers.
Serve as the primary escalation point for offshore engineers before involving the technical lead.
Maintain Playbooks and offshore process documentation in Confluence.
Ensure that offshore engineers contribute to incident tracking and postmortems.
Supervisory Responsibilities :
Must Have Skills Required :
Minimum Skills Required
