IT Operations Engineer

Role Level: Engineer / Senior EngineerExperience: 4 6 yearsLocation: 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 incidentsRole PurposeProvides hands-on IT Operations support by resolving incidents, executing tasks, and maintaining platform stabilityEnsures services are operated reliably in accordance with defined SOPs and operational processesKey ResponsibilitiesResolve L2/L3 incidents across AWS, databases, and third-party integrationsRespond to monitoring alerts and validate overall system healthExecute BAU and planned operational tasks as per approved SOPsSupport problem management activities, including RCA and preventive actionsExecute and validate automated runbooks and operational scriptsMaintain and update SOPs, runbooks, and the Knowledge Base (KEDB)Support vendor escalations with Likewize, ePay, and other partnersParticipate in change execution and post-change validation activitiesRequired Skills & Experience4 6 years of experience in IT Operations or Production SupportWorking knowledge of AWS environments, including Lambda and monitoringPractical understanding of MongoDB and SQL databasesExperience with Dynatrace, CloudWatch, or similar monitoring toolsHands-on experience with ServiceNow incident and task workflowsBasic scripting or automation exposureStrong troubleshooting, documentation, and operational discipline