Operations Support Engineer

Operations Support Engineer (Onshore/Offshore Liaison)

Perfict Global is a leading IT consulting services provider focused on providing innovative and successful business workforce solutions to Fortune 500 companies. Our trained and experienced professionals constantly strive to bring together the best technologies available to manage client's complex business and technology, participate in implementation activities and collaborate in new ways to meet client needs. We provide excellent benefits such as Medical, Dental, Vision ++ a fun company to work!!!

General Summary

The Operations Support Engineer (Onshore/Offshore Liaison) is responsible for ensuring the operational stability and performance of critical applications. This hands-on level 2 support role also involves overseeing incident monitoring, log analysis, and enhancing monitoring and alerts. The engineer will act as a primary point of contact for offshore teams, ensuring compliance with SLAs, and maintaining a smooth operational experience. This position emphasizes hands-on Level 2 support while coordinating and mentoring offshore and weekend support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness.

Duties and Responsibilities

• Incident Monitoring & First Response:
  • First response to Level 2 tickets during EST time zone.
  • Monitor Splunk Alerts, ServiceNow Incidents, CloudWatch, and Dynatrace Alerts and system health issues.
  • Perform initial triage and apply resolution from Playbooks.
  • Escalate critical issues to Onshore L2 technical lead and L3 support.
• Log Analysis & Troubleshooting:
  • Investigate API errors, transaction failures, and database issues using logs and tools (Splunk, Dynatrace, etc.).
  • Run SQL queries on AWS Aurora to verify data and research issues.
• Ticket Management & Shift Coverage:
  • Log incidents, document workarounds, and resolutions in ServiceNow, Digital.ai, and/or Confluence.
  • Ensure smooth shift handovers with detailed incident reports.
• Offshore & Weekend Coverage Team Management:
  • Oversee two offshore engineers and weekend L1 resources, ensuring standard operating procedure (SOP) adherence and smooth shift changeovers.
  • Manage shift schedules, ensuring 24x7 coverage.
  • Conduct weekly offshore syncs and knowledge-sharing sessions.
• Incident Escalations & SLA Tracking:
  • Serve as the primary escalation point for offshore engineers before involving the technical lead.
  • Track and report MTTA, MTTR, and SLA compliance for offshore and weekend staff.
  • Participate in weekend L2 on-call rotation.
• Documentation & Knowledge Transfer:
  • Maintain Playbooks and offshore process documentation in Confluence.
  • Train offshore and weekend engineers on new tools and procedures.
• Collaboration with Technical Lead, SRE/DevOps Team, Development Team:
  • Ensure that offshore engineers contribute to incident tracking and postmortems.
  • Collaborate with DevOps and development teams to improve deployment processes and application resilience.

Supervisory Responsibilities

• Provide leadership and coordination for offshore team members and weekend support engineers.

Must Have Skills Required

• Bachelor's degree in Computer Science/Information Systems or equivalent work experience.
• 5+ years of experience in application support or a related technical role.
• 3+ years experience in the banking or financial industry.
• Strong understanding of ITIL v4 Incident Management.

Minimum Skills Required

• Experience with offshore team coordination in a 24x7 environment.
• Proficiency in troubleshooting API errors, transaction failures, and database issues.
• Strong knowledge of monitoring tools like Splunk, Dynatrace, and AWS CloudWatch.
• Experience with ticketing and documentation tools like ServiceNow and Digital.ai.
• Excellent communication skills with both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities.
• Experience with SRE/DevOps practices and coordination with SRE/DevOps teams.
• Experience working in Agile environments.