NGPOS Ops Onsite Support Engineer

Job Description

Job Description

Job Description:
Summary
Specialize in ensuring the reliability, resilience, and recoverability of enterprise services and systems across cloud, on-prem, and store environments. Serve as the SRE voice within incident and problem management, leading major incident response, driving root cause analysis, and partnering with Software Engineers and platform teams to reduce recurrence and improve system health in production.

Minimum Requirements:
3+ years of experience in Site Reliability Engineering, incident management, or production support for enterprise systems
Experience leading or participating in major incident management (incident commander, bridge/war-room facilitation, executive communication during outages)
Experience with problem management and root cause analysis (RCA), including driving corrective/preventive actions to closure
Solid understanding of observability and monitoring concepts and tooling (e.g., Dynatrace, Azure Monitor) to detect, triage, and diagnose production issues
Working knowledge of Linux and scripting (e.g., BASH, Python) for troubleshooting and diagnostic automation
Familiarity with Kubernetes, Docker, and cloud platforms (Azure, GCP) sufficient to troubleshoot and reason about system behavior in production
Experience working in an Agile environment, tracking work and metrics via a platform such as Jira
Strong communication skills able to translate technical incident details for both engineering teams and business stakeholders under time pressure
In office, Blue Ash, OH 5 days a week
Willingness to travel and provide onsite support for new go-lives and pilots
Familiarity with Point of Sale Systems in Enterprise environments

Key Responsibilities
Role Functions:
Act as the SRE lead/participant in Major Incident Management: joining bridges, driving triage, coordinating cross-team response, and communicating status to stakeholders during active incidents
Own or contribute to Problem Management: conducting RCAs, identifying systemic issues, and tracking corrective actions to completion in partnership with engineering and the platform SRE team
Collaborate with business partners and engineering teams to define and monitor key SLOs/SLIs, and use them to prioritize reliability work
Improve traceability, observability, and retrievability of system behavior in production using tools such as Dynatrace and Azure
Build/tune monitoring and alerting to reduce noise, catch issues earlier, and speed up diagnosis across cloud, on-prem, and store environments
Partner with the dedicated platform SRE team to escalate systemic/longer-term reliability gaps uncovered during incident and problem work
Author clear playbooks, runbooks, and postmortem documentation for use by the broader engineering organization
Participate in an off-hours on-call rotation and periodic off-hours work during major incidents or maintenance windows
Demonstrate the company\'s core values of respect, honesty, integrity, diversity, inclusion, and safety

Note to Vendors
Top 3 skills
Major Incident Management experience has actually run or driven a bridge/war-room for a P1/P2 outage, not just \'participated.\' This is the core of the role; everything else is supporting it. Ask for a specific incident they led end-to-end.
RCA/Problem Management rigor can articulate a structured RCA methodology (5-whys, fishbone, timeline reconstruction) and, more importantly, examples where they drove a corrective action to closure (not just wrote a doc that nobody actioned).
Production troubleshooting under pressure across a mixed stack comfortable reading logs/dashboards (Dynatrace-type tooling) and reasoning about cloud + on-prem + store/POS systems simultaneously, since a real incident here will span all three.

Are there any automatic disqualifiers
No on-call/off-hours availability
Cant commit to 5 days/week in Blue Ash, OH
No travel availability for go-lives/pilots
Pure DevOps/CI-CD background with zero incident-response exposure

Work location
In office 5-days a week at BTC location. Relocation is fine.

Prescreening Details
Automated prescreening

Interview process details
First round: HM
Second round: Team Interview

Target start date
7/20