IT Ops Support Engineer

Job Requirements:

Summary

The IT Operations and Support Engineer is a pivotal Tier 3 technical mentor supporting and enhancing customer experience in a medium‑sized portfolio company with 30+ subsidiaries. This role is focused on currently supported technology and ensures reliable IT service operations, acts as the main escalation point for complex issues, leads incident response, and maintains operational documentation. The role collaborates across security and engineering teams to manage problems, implement changes, maintain product life cycles, and optimize IT solutions.

Key focuses include proactive maintenance, expert troubleshooting, process improvement, and automation. The position also mentors support teams, drives operational excellence, and demonstrates strong stakeholder engagement and independent problem‑solving.

• Serve as the primary escalation point for complex technical issues, and coordinate problem management with engineering team by providing root cause analysis documentation for permanent solutions.
• Act as subject matter expert for support and maintenance of technology services, ensuring continuous operations through regular maintenance.
• Maintain and update operational documentation, system configurations, and troubleshooting guides.
• Lead incident response for major outages, coordinating with stakeholders and communicating status updates.
• Review, test, and implement routine changes to production systems, including emergency remediation.
• Actively participate in Agile IT projects and foster effective teamwork.
• Primarily participate in operations project backlog and secondarily in engineering project backlog, focusing on success and efficiency in support and maintenance toolsets.
• Work to reduce reactive support and increase proactive support by shifting from user‑triggered requests to trend‑based monitoring and automated self‑healing.
• Develop, train, and delegate new processes and procedures to up‑skill Tier 1 and Tier 2 support.
• Collaborate with development teams on upcoming releases and infrastructure changes.
• Lead and empower decision‑making, drive buy‑in, and set priorities across the organization.
• Recommend and implement improvements to monitoring, alerting, and operational processes.
• Collaborate with system owners and vendors to align with organizational needs.

• Driven to learn, challenge the status quo, and adapt to new technologies.
• Effective communicator with strong business acumen.
• Collaborative team player, able to bring multiple viewpoints together.
• Critical thinker with strong problem‑solving skills and attention to detail.
• Highly accountable, results‑oriented, and able to manage time and priorities.
• High interpersonal intelligence and ability to mentor others.
• Adaptability and willingness to learn new things.

• 6+ years in IT support. For full info follow application link.

Apply Online: ipc.us/t/B9B6AF
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