The Senior Operations Engineer works primarily with enterprise customers of Edifecs Enrollment Management (ENR) products, proactively assisting them with post-implementation support, configuration, upgrade, troubleshooting, and day-to-day operational management. Responsibilities include taking a proactive role working with the Engineering team and Customers to triage and resolve technical and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs products. In addition to working with customers, the Senior Operations Engineer will work closely with cross-functional teams, including development, infrastructure, and business teams, to identify and resolve operational issues, implement improvements, and contribute to the overall success of the organization's technology ecosystem.
Responsibilities
- Manage end-to-end operations for Edifecs hosted or customer-hosted application instances, including deploying upgrades, making configuration changes, managing day-to-day submission operations
- Build custom tools and utilities
- Create ad-hoc reports/queries as per requirement
- Provide L2, L3 level technical support to enterprise clients related to technical and operational aspects of the products
- Perform root cause analysis of problems and implement long-term solutions
- Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions
- Analyze application and database performance, identify bottlenecks, and provide fixes or report to the development team for a permanent fix
- Develop, enhance, and maintain custom monitoring and alerting systems to detect and resolve issues proactively
- Create and maintain deployment standards, ensuring consistency and accuracy in the release process
- Maintain code repository
- Continuously and proactively find opportunities to automate current manual operation tasks to improve overall efficiency
- Provide workarounds or temporary fixes to the client to avoid processing disruption
- Proactively manage submission cycles
- Reactively manage customer-reported cases/issues
- Collect all necessary problem details from customers to effectively resolve issues
- Successfully reproduce customer issues in a controlled test environment
- Follow standard operational procedures for case management
- Deliver a consistent, responsive, and satisfying customer experience with each contact
- Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
- Enhance the knowledge base and generate reusable documentation by identifying recurring patterns during customer issue resolution
- Share knowledge and expertise with team members to foster a collaborative and learning-oriented culture
- Work in shifts
- May need to provide weekend on-call support based on internal roster
Requirements
- B.Tech/MCA in Computer Science
- Experience with underlying technologies used by Edifecs solutions: Java, JMS, SQL Server/Oracle, Web/Application Servers like Apache Tomcat/IBM WAS
- Experience with different platforms like Windows as well as Unix flavors
- Experience in modifying and supporting code or scripting development
- Proficient in resolving complex issues
- Adept in meeting deliverables deadlines
- Excellent communication and interpersonal skills
- Strong decision-making abilities
- Ability to work collaboratively in a team environment
- Flexibility and adaptability in a fast-paced, constantly changing environment
- Strong problem-solving and critical thinking skills
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