Operation Support Engineer

Job Title

TechOps Engineer (AWS Hosted Systems)

Experience Level

35 years

Job Summary

We are seeking a TechOps Engineer with 35 years of experience supporting AWS-hosted, mission-critical systems. This role has primary operational responsibility within a designated region, providing 247 support coverage through structured handoff and collaboration with a global operations team across APAC, EMEA, and AMER, while ensuring 99.95% system availability and performance.

The ideal candidate will work closely with Support Operations and Implementation teams to commission, monitor, and maintain hosted systems serving both regulated industries (Pharma, Food & Beverage, Life Sciences) and non-regulated industries (Oil & Gas, Industrial, Energy).

Key Responsibilities

Operations & Support

• Provide 247 TechOps support for AWS-hosted production systems across global regions (APAC, EMEA, AMER)
• Monitor system health, availability, performance, and capacity to meet 99.95% uptime SLAs
• Perform incident triage, root cause analysis (RCA), and resolution for production issues
• Participate in on-call rotations and shift-based operations as required

System Commissioning & Deployment

• Support commissioning and go-live activities for new hosted systems
• Work closely with Implementation and Project teams during onboarding and deployment
• Validate system readiness, security posture, and operational handover

Cloud & Infrastructure Management

• Operate and support AWS services such as EC2, RDS, S3, VPC, IAM, CloudWatch, and related tooling
• Execute routine maintenance, patching, upgrades, and performance tuning
• Ensure backup, disaster recovery, and high-availability configurations are in place and tested

Compliance & Reliability

• Support systems used by regulated customers (Pharma, Food & Beverage, Life Sciences) with awareness of GxP / compliance expectations
• Maintain audit-ready documentation, SOPs, and operational runbooks
• Ensure secure, reliable operations for non-regulated customers such as Oil & Gas and Industrial sectors

Collaboration & Continuous Improvement

• Work closely with Support, Implementation, Engineering, and Product teams
• Identify recurring issues and drive automation and operational improvements
• Contribute to process optimization, monitoring enhancements, and reliability engineering efforts

Required Qualifications

• 35 years of experience in TechOps / Cloud Operations / Production Support
• Strong hands-on experience supporting AWS-hosted systems
• Experience with automation, scripting, and infrastructure-as-code (Terraform, CloudFormation, etc.)
• Experience delivering 247 production support in a shift-based or on-call environment
• Solid understanding of high-availability, monitoring, incident management, and SLAs
• Experience working with global teams and customers across time zones
• Strong troubleshooting, communication, and documentation skills

Preferred Qualifications

• Experience supporting regulated environments (Pharma, Life Sciences, Food & Beverage)
• Familiarity with GxP, validation, or compliance-driven operations
• AWS certifications (e.g., AWS Certified SysOps Administrator, Solutions Architect)
• Exposure to ITSM tools (ServiceNow, Jira, etc.)

Work Model

Regional primary ownership for TechOps support, with responsibility focused on the assigned region

• 247 coverage via a follow-the-sun model, enabled through structured handoffs to a global operations team across APAC, EMEA, and AMER
• Shared accountability for availability and performance, ensuring 99.95% system uptime