OPERATIONS SUPPORT ENGINEER

ROLESUMMARY The Operations Support Engineer is responsible for ensuring the smooth day-to-day operation of IT systems and applications by monitoring, troubleshooting, and resolving incidents. The role focuses on maintaining system stability, availability, and performance while adhering to SLAs in enterprise and regulated environments. KEYRESPONSIBILITIES · Monitor applications, systems, and infrastructure to ensure availability and performance. · Provide L2 support for incidents, service requests, and operational issues. · Troubleshoot and resolve application, system, and integration-related issues. · Perform incident management, root cause analysis (RCA), and problem resolution. · Ensure timely escalation and coordination with relevant teams for critical issues. · Execute routine operational tasks such as job scheduling, batch monitoring, and health checks. · Support deployment activities, releases, and environment validations. · Maintain system logs, reports, and operational dashboards. · Ensure adherence to SLAs, incident response timelines, and change management processes. · Automate repetitive operational tasks using scripts and tools. · Maintain documentation including SOPs, runbooks, and troubleshooting guides. · Collaborate with DevOps, infrastructure, and application teams for continuous improvement. TECHNICALSKILLS & TOOLS · Systems & Applications: Basic understanding of application architectures and APIs · Operating Systems: Linux/Unix, Windows · Monitoring & Scheduling: Control-M, Autosys, Cron, Prometheus, Grafana · ITSM Tools: ServiceNow, Remedy, Jira · Scripting: Python, Bash, PowerShell (basic automation) · Databases (Basic): SQL, query execution, log analysis · Cloud (Basic): AWS/Azure environments (monitoring & operations) SECURITY& COMPLIANCE · Follow operational security procedures and access controls. · Ensure compliance with organizational standards (ISO 27001, internal policies). · Support incident logging, audit requirements, and reporting. · Identify and escalate potential security or operational risks. QUALIFICATIONS& EXPERIENCE ·  Degree/Diploma in IT, Computer Science, or related field. ·  2–5 years of experience in IT operations or application support. ·  Experience in SLA-driven or24x7 support environments preferred. ·  Strong analytical, troubleshooting, and communication skills. PREFERRED(GOOD TO HAVE) · ITIL Foundation certification. · Experience in production support for enterprise applications. · Exposure to DevOps environments and release management. · Experience in regulated or government environments.