Senior IT Operations Engineer

1. JOB IDENTIFICATION

Position Title :  Senior IT Operations Engineer Department  :    Global Delivery  

1. REPORTING RELATIONSHIPS

2. Reports To: Lexi Paynter

3. Supervises: N/A

4. Interfaces With: N/A

5. DETAILS OF DUTIES AND RESPONSIBILITIES

6. ESSENTIAL JOB FUNCTIONS :

• 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

1. QUALIFICATION STANDARDS
   1. JOB PROFILE

• Education: Bachelor’s degree or equivalent experience

• Experience:  3 - 5 years

• Competencies:

• Self-motivated

• Analyzing information

• Problem solving skills Leadership

• Teamwork

• Excellent communication skills

1. Must-Haves:

• 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.

1. Certifications:
2. Cloud Practitioner or Solutions Architect
3. V4 certifications