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.