IT Operations Engineer

Role Level: Engineer / Senior Engineer
Experience: 4 6 years
Location: Denver, CO (Onsite, based on coverage needs)
Shift Timings: Rotational shifts within standard US business hours (6 AM 10 PM) with on-call support for Sev-1 / Sev-2 incidents

Role Purpose

• Provides hands-on IT Operations support by resolving incidents, executing tasks, and maintaining platform stability
• Ensures services are operated reliably in accordance with defined SOPs and operational processes

Key Responsibilities

• Resolve L2/L3 incidents across AWS, databases, and third-party integrations
• Respond to monitoring alerts and validate overall system health
• Execute BAU and planned operational tasks as per approved SOPs
• Support problem management activities, including RCA and preventive actions
• Execute and validate automated runbooks and operational scripts
• Maintain and update SOPs, runbooks, and the Knowledge Base (KEDB)
• Support vendor escalations with Likewize, ePay, and other partners
• Participate in change execution and post-change validation activities

Required Skills & Experience

• 4 6 years of experience in IT Operations or Production Support
• Working knowledge of AWS environments, including Lambda and monitoring
• Practical understanding of MongoDB and SQL databases
• Experience with Dynatrace, CloudWatch, or similar monitoring tools
• Hands-on experience with ServiceNow incident and task workflows
• Basic scripting or automation exposure
• Strong troubleshooting, documentation, and operational discipline