What are the responsibilities and job description for the Operations Support Engineer || Remote Work || Long Term position at Neumeric Technologies Corporation?
Job Details
Job Title: Operations Support Engineer
Location: Ohio - Remote
Duration: Long Term Contract
MUST HAVE:
- 3 years' experience in the banking or financial industry.
- 5 years of experience in application support or a related technical role.
- Bachelor's degree in Computer Science/Information Systems or equivalent work experience.
- Strong understanding of ITIL v4 Incident Management.
MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Bachelor's degree in Computer Science/Information Systems or equivalent work experience.
- 5 years of experience in application support or a related technical role.
- 3 years' experience in the banking or financial industry.
- Strong understanding of ITIL v4 Incident Management.
- Experience with offshore team coordination in a 24x7 environment.
- Proficiency in troubleshooting API errors, transaction failures, and database issues.
- Strong knowledge of monitoring tools like Splunk, Dynatrace, and AWS CloudWatch.
- Experience with ticketing and documentation tools like ServiceNow and Digital.ai.
- Excellent communication skills with both technical and non-technical stakeholders.
- Strong analytical and problem-solving abilities.
- Experience with SRE/DevOps practices and coordination with SRE/DevOps teams.
- Experience working in Agile environments.
DUTIES AND RESPONSIBILITIES:
Incident Monitoring & First Response:
- First response to Level 2 tickets during EST time zone.
- Monitor Splunk Alerts, ServiceNow Incidents, CloudWatch, and Dynatrace Alerts and system health issues.
- Perform initial triage and apply resolution from Playbooks.
- Escalate critical issues to Onshore L2 technical lead and L3 support.
Log Analysis & Troubleshooting:
- Investigate API errors, transaction failures, and database issues using logs and tools (Splunk, Dynatrace, etc.).
- Run SQL queries on AWS Aurora to verify data and research issues.
Ticket Management & Shift Coverage:
- Log incidents, document workarounds, and resolutions in ServiceNow, Digital.ai, and/or Confluence.
- Ensure smooth shift handovers with detailed incident reports.
Offshore & Weekend Coverage Team Management:
- Oversee two offshore engineers and weekend L1 resources, ensuring standard operating procedure (SOP) adherence and smooth shift changeovers.
- Manage shift schedules, ensuring 24x7 coverage.
- Conduct weekly offshore syncs and knowledge-sharing sessions.
Incident Escalations & SLA Tracking:
- Serve as the primary escalation point for offshore engineers before involving the technical lead.
- Track and report MTTA, MTTR, and SLA compliance for offshore and weekend staff.
- Participate in weekend L2 on-call rotation.
Documentation & Knowledge Transfer:
- Maintain Playbooks and offshore process documentation in Confluence.
- Train offshore and weekend engineers on new tools and procedures.
Collaboration with Technical Lead, SRE/DevOps Team, Development Team:
- Ensure that offshore engineers contribute to incident tracking and postmortems.
- Collaborate with DevOps and development teams to improve deployment processes and application resilience.
I look forward hear from you in positive !
Best Regards,
Faiz Ahmad | Sr. Resource CoordinatorEmployers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
