Operations Engineer

Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Operations Engineer, a typical day involves overseeing the smooth functioning of production systems and services, ensuring they meet operational requirements and service agreements. This role requires continuous monitoring, managing delivery processes, and promptly addressing any issues that arise to maintain system stability and performance. The position demands coordination with various teams to uphold service quality and operational efficiency throughout the day.

Roles & Responsibilities:

• Lead and own Major Incident Management (MIM)/Escalated incidents, including bridge setup, stakeholder updates, decision facilitation, and closure.
• Drive incident triage, impact assessment, and recovery coordination across multiple resolver teams.
• Act as an SME collaborate with and manage the team to perform effectively.
• Be responsible for team decisions during incidents and steady-state operations.
• Engage with multiple teams and contribute to key operational and technical decisions.
• Provide solutions to problems for the immediate team and across multiple teams.
• Ensure effective communication with clients during major incidents and critical service disruptions.
• Design and implement resolutions based on deep product knowledge.
• Collaborate with internal teams to ensure system stability and service continuity.
• Manage and prioritize incidents to meet SLAs and MIM response timelines.

Professional & Technical Skills:

• Proficiency in Infrastructure Service Management
• Hands-on experience in Major Incident Management (MIM)
• Strong understanding of IT infrastructure and application and service management principles
• Experience in incident, problem, and change management processes
• Knowledge of ITIL framework and best practices
• Experience handling high-severity incidents, escalations, and executive communications

Additional Information:

• The candidate should have minimum 7.5 years of experience in Critical Incident Management.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.