Scope:
- The Operations Engineer in IT product management is responsible for ensuring the reliability, stability, and efficiency of technical infrastructure.
- The individual will work closely with developers, product managers, and user support to identify and rectify any issues that could affect the performance of the system.
- Maintaining high uptime and providing the expected level of service to our users.
- Monitoring system performance, resolving technical issues, coordinating with different teams for problem resolution, creating preventive measures(optional), and maintaining documentation related to system configuration, process, and service records.
Experience and Skills Needed
● Bachelor's degree in Computer Science, Information Technology, or a related field.
● Proven experience as an Operations Engineer or similar role in an IT setting.
● Proficiency in system monitoring and customer support tools such as Zendesk.
● Knowledge of project management and best practices in IT operations.
● Excellent problem-solving skills.
● Strong communication skills, with the ability to communicate complex technical issues to non-technical teams.
L2 Support responsibilities include:
- Act as the first point of contact for users facing issues with our IT products.
- Document user issues accurately and categorize and prioritize them as per their severity.
- Provide initial assessment and troubleshooting for technical issues.
- Assist in system monitoring, identifying, and rectifying any simple system or network issues.
- Perform in-depth troubleshooting and analysis of the issues.
- Make necessary system configurations and implement minor changes to resolve issues.
- Document all interactions, actions, and issue resolutions within the ticketing system.
L3 Support responsibilities include:
- Handle high-level system and network issues.
- Use advanced system and application diagnostic tools to identify issues and devise
solutions. - Collaborate closely with the development teams to solve complex software issues.
- Conduct root cause analysis for recurring issues and provide strategies for improvement.
- Develop and maintain technical documentation to guide future problem resolutions.
