G07 - Operation Support Engineer

Responsibilities:

• Manage the daily operations of cloud-based data sharing platforms, working closely with engineers, developers, and IT teams to maintain high availability, maximize performance, ensure strong security, and deliver a superior user experience
• Develop and implement strategies and processes to enhance the efficiency and performance of the Level One technical support team.
• Investigate and resolve technical issues escalated from Level 1 or reported by users, ensuring timely ticket management and escalating complex problems to higher-level teams as needed.
• Manage incident resolution processes, recommend system improvements to boost availability, and establish new operational procedures to drive continuous improvement.
• Conduct thorough system outage analyses to identify root causes, prevent recurrence, and enhance overall system reliability. Lead continuous improvement initiatives across services and processes.
• Manage core IT service management processes including Performance, Event, Incident, Problem/Escalation, Configuration, and Change Management within an agile framework.
• Define, monitor, and report on Key Performance Indicators (KPIs) and customer-facing service metrics to assess and maintain process health.
• Collaborate closely with internal engineering teams to build monitoring tools that track usage, performance, and costs, aiming to optimize operations and reduce expenses.
• Support the creation of documentation and training materials for internal cross-functional teams and external customers to ensure knowledge sharing and operational consistency.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Minimum of 8 years experience managing large-scale IT operations across private, public, or hybrid cloud environments.
• At least 5 years of hands-on experience with AWS cloud platform.
• Expertise in configuring, managing, and troubleshooting Axway API Gateway, including policy creation with Policy Studio, API security, routing, and performance monitoring.
• Proficient in configuring and managing Solace brokers, implementing messaging patterns like publish/subscribe, queues, and request/reply, as well as working with protocols such as MQTT; experienced in troubleshooting and monitoring performance.
• Skilled in managing secure file transfers using protocols like SFTP, HTTP/AP, and cryptographic methods including SLIFT/PGP; experienced in automation, scheduling, monitoring, troubleshooting, and ensuring compliance with security standards; adept at integrating file transfer workflows within enterprise systems.
• Familiarity with DevOps practices, Agile methodologies, and ITIL processes.
• Experience with automation and configuration management tools such as Terraform.
• Knowledge of monitoring platforms including ELK stack (OpenSearch, Elasticsearch, Logstash, Kibana).
• Strong analytical skills with a proven ability to resolve complex technical challenges.
• Excellent stakeholder management and influencing abilities, including vendor relationship management.
• Effective written and verbal communication and presentation skills, capable of engaging professionally at all organizational levels.
• Strong planning, forecasting, and coordination skills with a proactive approach to resource and process management.
• Competent in managing teams, driving process improvements, and generating reports and presentations.
• A collaborative team player with integrity, maturity, honesty, and self-motivation.
• Confident in communicating across diverse cultural backgrounds and organizational levels.