Operations Support Engineer

DBiz is seeking an Operations Support Engineer to provide technical operations support for clientele projects. You will work with product teams to ensure the reliability, stability, and efficiency of software applications and supporting infrastructure, adopting best practices and agile methodologies.

Primary Responsibilities

• Provide Level 2 and Level 3 support for internal software products, including code-level troubleshooting and resolution
• Monitor and analyse the performance of production and non-production environments to ensure optimal system uptime and reliability
• Collaborate with developers, product managers, solution architects, and security consultants to identify, resolve, and prevent technical issues
• Manage and resolve application and security incidents, ensuring timely issue resolution and escalation as needed
• Maintain comprehensive documentation for system configuration, processes, and service records to comply with audit requirements
• Develop and implement operational processes and preventive measures for continuous system improvement
• Coordinate and manage operations teams, including staff and vendors, to ensure 24/7 support coverage for client systems
• Analyse statistics, prepare status and progress reports, and present findings to stakeholders and management
• Implement and automate change management and incident management workflows using ITSM tools (e.g., Remedy, Zendesk, ServiceDesk)
• Ensure compliance with security and access control measures for test and production environments
• Deploy and manage full-stack monitoring (application and infrastructure), using APM tools and cloud-native monitoring options (e.g., CloudWatch, Stackdriver)
• Identify and implement process automation to reduce downtime and human errors, leveraging scripting tools (e.g., Terraform, Ansible)

Key Requirement

• Bachelor's degree in Computer Science, Information Technology, or related field
• Proven experience as an Operations Engineer or similar IT support role
• Experience implementing and automating change/incident management with ITSM tools
• Familiarity with security and access control best practices
• Experience with full stack monitoring and APM tools, including cloud-native monitoring solutions
• Proficiency in process automation and scripting tools (e.g., Terraform, Ansible)
• Experience with agile methodologies, DevOps pipelines, test-driven development, and info-security practices
• Strong analytical and problem-solving skills
• Excellent communication skills, able to convey complex technical issues to non-technical audiences
• Ability to work collaboratively and influence teams positively
• Resourceful and innovative in troubleshooting and adopting new technologies
• Experience managing cloud infrastructure and services (AWS, Azure, Google Cloud) is preferred

Good-to-Have

• Sitecore XM Cloud Developer or Sitecore Order Cloud Certification