Operations & Support Engineer

ABOUT THE ROLE

We are looking for an experienced Operations & Support Engineer (Drift & Support) with 4-6+ years of experience in day-to-day operations, system maintenance, and customer-facing technical support. This role focuses on keeping systems running smoothly, responding to incidents, and providing excellent support to customers and internal teams. If you have a passion for operational excellence, troubleshooting, and ensuring system reliability, we have an exciting opportunity for you.

Requirements:

• 4-6+ years of experience in operations, system administration, or technical support
• Strong knowledge of Linux/Unix systems administration and troubleshooting
• Experience with cloud platforms (AWS, Azure, or GCP) from an operational perspective
• Proficiency in monitoring, alerting, and incident response (Prometheus, Grafana, Nagios, Datadog, New Relic, CloudWatch)
• Experience with incident management and ticketing systems (Jira, ServiceNow, Zendesk, or similar) - this is essential
• Strong scripting skills for automation and troubleshooting (Bash, Python, PowerShell, or similar)
• Knowledge of containerization and orchestration for operational support (Docker, Kubernetes)
• Understanding of CI/CD pipelines and deployment processes from an operational standpoint
• Experience with log aggregation, analysis, and troubleshooting (ELK Stack, Splunk, CloudWatch Logs, or similar)
• Knowledge of database administration, troubleshooting, and maintenance (PostgreSQL, MySQL, MongoDB, or similar)
• Experience with version control (Git) and configuration management
• Understanding of networking, DNS, load balancing, and CDN concepts for operational support

Good to Have:

• Experience with Infrastructure as Code (Terraform, CloudFormation, Ansible) for operational tasks
• Knowledge of service mesh technologies (Istio, Linkerd) for troubleshooting
• Experience with on-call rotations and incident response procedures - this is important
• Familiarity with ITIL or similar IT service management frameworks
• Experience with customer-facing support and communication - this is essential
• Knowledge of backup, disaster recovery procedures, and business continuity
• Experience with performance tuning, optimization, and capacity planning
• Understanding of security best practices in operations
• Experience with automated remediation and self-healing systems
• Knowledge of cost optimization and resource management in cloud environments

Candidates should

• Be highly customer-focused with excellent communication and interpersonal skills
• Have strong problem-solving abilities and attention to detail
• Be able to work under pressure, handle multiple priorities, and manage time effectively
• Have a proactive approach to identifying, preventing, and resolving operational issues
• Be available for on-call responsibilities and flexible working hours when needed - this is essential

Language requirements

• English (Fluent)