System Operations Engineer

Job Title: System Operations Engineer

Location: Charlotte, NC. Secondary locations: Tempe, AZ with expected future transition to Chandler, AZ.

Duration: 12 months



Pay Rate: $30/hr (W2 Only)

Job/Role Description:

• This role is a critical boots-on-the-ground member of the Technology Operations Mission Control command center, providing 24/7 production support for consumer-facing and internal applications in a high-availability environment.



• The System Operations Engineer serves as the first line of defense for production incidents, with a strong focus on proactive event monitoring, incident triage, hands-on remediation, and cross-team coordination.



• This position operates on a firehouse schedule: Sunday, Monday, Tuesday, plus an alternating Wednesday every two weeks. Shifts are 12 hours (9:30 AM EST - 9:30 PM EST) and require full onsite presence.



• AZ candidates must follow the same Eastern Time schedule (9:30 AM - 9:30 PM EST).



• Continuously monitor application and infrastructure dashboards to identify events, alerts, and performance degradation before customer impact occurs.



• Receive and triage incidents through ServiceNow, assess severity, and execute remediation steps using established runbooks and operational procedures.



• Perform hands-on remediation using approved tools and processes; expected to independently resolve the majority of incidents without escalation.



• Analyze logs, application metrics, and system telemetry using tools such as Splunk and AppDynamics to troubleshoot functionality issues, data delays, or processing failures.



• Proactively identify trends, recurring issues, and potential risks.



• Collaborate with application onboarding teams, L2 support, platform SMEs, product owners, and engineering partners.



• Rely on detailed documentation and runbooks rather than being deep application experts.



• Clearly document investigation steps, remediation actions, and resolution outcomes.



• Escalate appropriately when deeper expertise is required.



• This role is designed for technologists who want to grow into L2/P2 responsibilities.
  
  
  
  

Required Qualifications

• Strong background in production support, system operations, or advanced help desk roles with hands-on remediation experience (beyond basic ticket intake and escalation).



• Demonstrated ability to investigate, diagnose, and independently remediate production issues using runbooks and tools.



• Hands-on experience with Linux environments and reviewing logs/system output for root cause analysis.

Required tool experience:

• AppDynamics (Application Performance Monitoring)



• Splunk (log analysis and operational insights)



• Autosys (or similar batch scheduling / workload automation tools)



• Oracle databases and SQL



• ServiceNow (incident, problem, and change management workflows)



• Strong observability and monitoring tool experience.



• Batch processing knowledge is highly valued.



• Change mana