Systems Operations Engineer - Application Operations Support

Role: Systems Operations Engineer – Application Operations Support

Location: Charlotte, NC (1st preference); Irving, TX or Minneapolis, MN

Job Description

We are seeking a Senior Systems Operations Engineer to support critical production applications, focusing on application operations, incident management, problem management, and change/release management. The ideal candidate will have strong troubleshooting skills, experience with ITIL processes, and the ability to collaborate effectively with development, business, vendor, and offshore teams.

The role supports large-scale enterprise applications across multiple technologies, including IIS, .NET, SQL, web hosting, clustered environments, and load-balanced systems. Candidates should demonstrate an AI-adoption mindset, strong communication skills, and flexibility to support off-hours activities when required.

Key Responsibilities

Lead incident, problem, change, and release management activities aligned with ITIL processes.

Troubleshoot production issues, lead incident bridges, communicate status updates, and drive root cause analysis.

Collaborate with development, business, vendor, and offshore teams to maintain application availability and performance.

Perform daily production maintenance, proactive monitoring, and ticket queue management.

Develop and maintain application troubleshooting guides, runbooks, build/configuration documentation, and knowledge-transfer materials.

Identify automation opportunities for repetitive operational tasks.

Identify process gaps, single points of failure, and opportunities for preventive improvements.

Drive adoption of operational tools, AI-enabled solutions, and standard support practices.

Ensure compliance with security, audit, documentation, and change-control requirements.

Participate in on-call rotations and provide off-hours support for production incidents and system changes.

Required Skills

Strong SQL skills and production troubleshooting experience.

Autosys job scheduling and monitoring.

OpenShift/Kubernetes fundamentals and troubleshooting.

Linux administration and shell scripting.

Incident, problem, and change management using ITIL processes.

Strong root cause analysis and production application support skills.

AI adoption mindset and willingness to leverage automation.

Excellent communication, collaboration, and stakeholder management skills.

Preferred Candidate Profile

Senior-level application operations or production support experience.

Experience supporting enterprise-scale, business-critical applications.

Ability to manage multiple priorities in a fast-paced environment.

Flexibility to support off-hours activities and coordinate with offshore teams.

Strong ownership, documentation, and knowledge-sharing capabilities.

Team: Large application support team supporting HR and Legal application suites.