Operations Support Engineer

General Summary: 
The Operations Support Engineer (Onshore/Offshore Liaison) is responsible for ensuring the operational stability and performance of critical applications. This hands-on level 2 support role also involves overseeing incident monitoring, log analysis, and enhancing monitoring and alerts. The engineer will act as a primary point of contact for offshore teams, ensuring compliance with SLAs, and maintaining a smooth operational experience. This position emphasizes hands-on Level 2 support while coordinating and mentoring offshore and weekend support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness. 

Duties and Responsibilities: 

• Incident Monitoring & First Response: 
  • First response to Level 2 tickets during EST time zone. 
  • Monitor Splunk Alerts, ServiceNow Incidents, CloudWatch, and Dynatrace Alerts and system health issues. 
  • Perform initial triage and apply resolution from Playbooks. 
  • Escalate critical issues to Onshore L2 technical lead and L3 support. 
• Log Analysis & Troubleshooting: 
  • Investigate API errors, transaction failures, and database issues using logs and tools (Splunk, Dynatrace, etc.). 
  • Run SQL queries on AWS Aurora to verify data and research issues. 
• Ticket Management & Shift Coverage: 
  • Log incidents, document workarounds, and resolutions in ServiceNow, Digital.ai, and/or Confluence. 
  • Ensure smooth shift handovers with detailed incident reports. 
• Offshore & Weekend Coverage Team Management: 
  • Oversee two offshore engineers and weekend L1 resources, ensuring standard operating procedure (SOP) adherence and smooth shift changeovers. 
  • Manage shift schedules, ensuring 24x7 coverage. 
  • Conduct weekly offshore syncs and knowledge-sharing sessions. 
• Incident Escalations & SLA Tracking: 
  • Serve as the primary escalation point for offshore engineers before involving the technical lead. 
  • Track and report MTTA, MTTR, and SLA compliance for offshore and weekend staff. 
  • Participate in weekend L2 on-call rotation. 
• Documentation & Knowledge Transfer: 
  • Maintain Playbooks and offshore process documentation in Confluence. 
  • Train offshore and weekend engineers on new tools and procedures. 
• Collaboration with Technical Lead, SRE/DevOps Team, Development Team: 
  • Ensure that offshore engineers contribute to incident tracking and postmortems. 
  • Collaborate with DevOps and development teams to improve deployment processes and application resilience. 

Supervisory Responsibilities: 

• Provide leadership and coordination for offshore team members and weekend support engineers. 

Must Have Skills Required: 

• Bachelor’s degree in Computer Science/Information Systems or equivalent work experience. 
• 5+ years of experience in application support or a related technical role. 
• 3+ years experience in the banking or financial industry. 
• Strong understanding of ITIL v4 Incident Management. 

Minimum Skills Required 

• Experience with offshore team coordination in a 24x7 environment.  
• Proficiency in troubleshooting API errors, transaction failures, and database issues. 
• Strong knowledge of monitoring tools like Splunk, Dynatrace, and AWS CloudWatch. 
• Experience with ticketing and documentation tools like ServiceNow and Digital.ai. 
• Excellent communication skills with both technical and non-technical stakeholders. 
• Strong analytical and problem-solving abilities. 
• Experience with SRE/DevOps practices and coordination with SRE/DevOps teams. 
• Experience working in Agile environments.