Operation Engineer

TechX is a trailblazer in cloud computing and data analytics, specializing in empowering businesses within the banking, financial services, and enterprise sectors. Our flagship product, XData, redefines data analytics by providing advanced insights and innovative solutions that drive meaningful outcomes.We are committed to driving innovation, excellence, and sustainable growth in all sectors we operate in, putting our customers first.

We are seeking a highly motivated Operations Engineer to join our growing team. In this role, you will be responsible for providing first-line support, troubleshooting incidents, and collaborating with internal teams to ensure optimal service delivery for our clients.

• Incident and Request Handling:
• Act as the first point of contact for handling service requests and incidents.
• Log service requests/incidents in the Support Portal (Preferred Jira Service Desk)
• Respond to customers to acknowledge the service request/incident.
• Provide first-level support and detailed incident logging (CloudWatch Log, Kibana Log, etc.).
• Provide technical support and service request details (e.g., provisioning EC2, RDS, or setting up IAM users).
  
  2.Troubleshooting and Coordination:
• Analyze alerts and incidents, diagnose root causes, and initiate troubleshooting procedures.
• Coordinate with Solution Architects, Cloud Engineers, and DevOps Engineers to provide troubleshooting and diagnose root causes.
• Propose root cause resolutions and develop resolution plans with the relevant teams.
  
• 3. System Monitoring and Automation:
• Proactively monitor system performance through defined dashboards (CloudWatch Dashboard, Kibana Dashboard, etc.).
• Set up automation alerts/notifications and budget alerts based on defined thresholds
  
  4. Reporting and Optimization:
• Prepare Service Level Agreement (SLA) reports and service performance reports.
• Support the Client Success team to generate cost usage reports and identify cost optimization opportunities.
• Develop cost optimization recommendations and reports.
  
  5. Continuous Improvement:
• Work collaboratively with the team to identify areas for improvement.
• Implement solutions to enhance response and resolution SLAs.
• SLA includes response times, resolution times, and customer satisfaction, proactive issue identification, automation, and continuous improvement.

• Minimum of 1+ years of experience in a technical support or operations role.
• Strong understanding of IT infrastructure and AWS cloud platforms.
• Excellent analytical and problem-solving skills with a focus on root-cause analysis.
• Effective communication and collaboration skills to work seamlessly with internal and external stakeholders.
• Ability to prioritize tasks, manage multiple deadlines, and work effectively in a fast-paced environment.
• Experience with scripting or automation tools is a plus.
  

• Innovative Environment: A dynamic and collaborative work environment where innovation is encouraged.
• Professional Growth: Opportunities for professional growth and development through continuous learning and exposure to cutting-edge technologies.
• Competitive Package: Competitive salary and benefits package
• Impactful Work: The chance to work on cutting-edge projects with industry-leading clients, making a tangible impact on their business success
  

Join Our Team

If you are ready to make an impact and drive meaningful outcomes, we invite you to join us on this exciting journey.

Due to the high volume of applicants, only shortlisted candidates will be contacted. We apologize for this inconvenience!