M01 - Operations Support Engineer

Position Overview

We are seeking a dedicated Operations Support Engineer to provide technical support and maintain the stability of our operational systems on-premises and cloud environments. The successful candidate will be responsible for monitoring system performance, troubleshooting issues, and ensuring smooth day-to-day operations whilst supporting both internal teams and external customers.

Key Responsibilities

System Monitoring and Maintenance

Monitor critical systems and applications to ensure optimal performance and availability. Perform routine maintenance tasks including system updates, patches, and configuration changes. Maintain system documentation and operational procedures to ensure knowledge continuity.

Incident Management and Troubleshooting

Respond to system alerts and incidents in accordance with established service level agreements. Diagnose and resolve technical issues across various platforms and applications. Escalate complex problems to appropriate technical teams whilst maintaining clear communication with stakeholders.

User Support and Service Delivery

Provide technical support to internal users and external customers through various channels including phone, email, and ticketing systems. Document and track support requests to ensure timely resolution and maintain service quality metrics. Collaborate with development and infrastructure teams to resolve application-related issues.

Process Improvement and Documentation

Identify opportunities for process improvements and automation to enhance operational efficiency. Create and maintain technical documentation, runbooks, and standard operating procedures. Participate in post-incident reviews and contribute to preventive measures implementation.

Required Qualifications

• Polytechnic diploma and/or Bachelors degree in Computer Science, Information Technology, Engineering.
• Minimum 2 years of experience in technical support, system administration, and operations roles in Government Commercial Cloud (GCC) with strong understanding of operating systems including Windows and Linux environments is preferred.

Technical Skills

• Experience with cloud systems and basic SQL query writing.
• Knowledge of networking fundamentals including TCP/IP, DNS, and HTTP protocols.
• Familiarity with monitoring tools and ticketing systems.
• Basic scripting abilities in languages such as AWS CLI, PowerShell, Bash, or Python.
• Essential Competencies

Preferred Technical Qualifications

• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform. 
• Knowledge of ITIL framework and service management best practices. Understanding of DevOps principles and CI/CD processes. 
• Relevant technical certifications in ITIL and AWS.