Job Description

Position Title : Senior IT Operations Engineer
Department : Global Delivery

Provide technical support, configuration, and troubleshooting for our core applications; Automation Engine, LifePRO, and EAS
General knowledge of troubleshooting tools within the IT Ecosystem
Hands on experience with Automation Engine and AWS Cloud computing
LifePRO and EAS will be learned on the job - experience not required
Responsible for nightly cycle support, which can include after-hours incident resolution
Ability to design and modify moderately complex automation workflows or batch processes
Identify root cause and provide appropriate remediation for incidents that occur in system processing and lead Root Cause Analysis Meetings with minimal assistance
Complete the full project lifecycle, including the design, development, testing, and implementation
Ability to understand network security, application security, and fileshare permissions
Facilitates resolving application issues by working with business, IT professionals, or vendors
Responsible for gathering system requirements and supports testing
Contributes to the development of project plans and timelines
Responsible to adhere to established configuration and change management policies to ensure awareness, approval, and success of changes

AWS Core Services: Hands-on experience with EC2, S3, and CloudWatch for instance management and monitoring.
Automation / Batch Workflow Configuration: Strong understanding of scheduling, dependency mapping, and error handling. Able to modify and build new workflows.
PowerShell Scripting: Ability to modify and troubleshoot scripts. Can build simple scripts from scratch.
Patch Management: Experience with Windows server and/or workstation patching, leveraging tools like Intune, NinjaOne, or AWS Systems Manager. (The experience in patch management is the important part. The specific tools are not required.)
Networking & Systems Fundamentals: Solid understanding of Active Directory, group policies, etc.
Service Desk Escalation Support: Ability to resolve complex technical issues. (Tier 2+)
Incident Management: Experience managing incidents, with a focus on root cause analysis for continual improvement.
1. Nice -to-have:
Datadog Monitoring: Experience creating dashboards, alerts, and log-based monitors for AWS workloads.
AWS Automation Tools: Exposure to Lambda, Step Functions, or Systems Manager.
Vulnerability Management: Experience remediating vulnerabilities in workstations or servers.
CI/CD Pipelines: Familiarity with CI/CD pipeline deployments.
Jira Administration: Experience in Jira and administration tasks.