Operations Support Engineer

Key Responsibilities: • Provide L1, L2 and L3 production/application support and resolve technical issues within agreed SLAs. • Monitor and analyse production and non-production environments to ensure optimal application and infrastructure performance. • Manage application and security incidents, conduct problem determination, coordinate with internal teams and vendors, and escalate critical issues when required. • Support incident, problem and change management processes using ITSM tools. • Implement and maintain monitoring for applications and infrastructure using tools such as AWS CloudWatch and APM solutions. • Implement security and access control measures for test and production environments, including privileged access controls. • Identify opportunities for process automation to reduce downtime and human errors using tools such as Terraform and Ansible. • Develop and maintain operational procedures, technical documentation, service records and process guides in accordance with audit requirements. • Manage daily operations activities, analyse operational statistics, prepare status reports and present findings to stakeholders and management. • Work with business users and technical teams to support AWS environments for AI-related use cases. • Work collaboratively with development, product management, architecture, security and user support teams. • Support an operations environment that may require 24/7 availability, including coordination with operations staff and vendors. Requirements: • Bachelor's degree in Computer Science, Information Technology, Engineering or a related field. • Proven experience as an Operations Engineer, Production Support Engineer, Application Support Engineer, Cloud Operations Engineer or similar role. • Hands-on experience supporting applications and infrastructure in AWS or other major cloud platforms. • Experience in production support, incident management, problem management and change management. • Experience with application and infrastructure monitoring; AWS CloudWatch experience is preferred. • Experience with DevOps practices, CI/CD pipelines and Agile methodologies. • Knowledge of infrastructure/process automation using Terraform, Ansible or similar tools is preferred. • Experience implementing security and access controls for production and test environments. • Experience with ITSM/service management tools such as ServiceDesk, Zendesk, ServiceNow or equivalent is advantageous. • Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues. • Strong communication and stakeholder management skills, including the ability to explain technical issues to non-technical stakeholders. • Experience supporting AWS-based AI applications, RAG, tool calling, workflow automation or data lakes will be an added advantage. • Cloud certifications such as AWS, Azure or Google Cloud certifications will be an advantage. • Willingness to support operational activities that may require 24/7 coverage.