Operations Engineer

 About The Role  

Project Role :Operations Engineer

Project Role Description :Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills :Infrastructure Service Management

Good to have skills :NA
Minimum 3 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:As an Operations Engineer, you will support the operations and manage delivery for production systems and services based on operational requirements and service agreements. A typical day involves monitoring system performance, troubleshooting issues, and collaborating with cross-functional teams to ensure seamless service delivery. You will engage in proactive problem-solving and contribute to continuous improvement initiatives, ensuring that operational standards are met and exceeded. Your role will also include documenting processes and providing insights to enhance operational efficiency, all while maintaining a focus on customer satisfaction and service excellence. Roles & Responsibilities:SLA Report Management:Ensure that Weekly and Monthly SLA reports are completely aligned with contract requirements, created with high accuracy and quality, thoroughly reviewed, and delivered on time.SLA Improvement:Notify relevant Points of Contact if struggling to achieve Expected/Minimum SLA targets, provide root cause analysis, and ensure these insights help in improving SLA performance.SLA Improvement Plan:Initiate the creation of SLA improvement plans to be shared with the customer, detailing reasons for SLA degradation and providing a time-bound action plan for improvements.Audit Management:Successfully handle internal and customer audits by providing requested information and answering queries from auditors. Learn from audit outcomes and incorporate improvements in reports.Professional & Technical
Skills:

SLM Housekeeping:Maintain and govern the SLM documentation ecosystem by managing the Teams site and SharePoint structure within the customer environment, ensuring accurate storage of monthly SLA reports, approved work instructions, and SLA exclusions; regularly validate data consistency across SLA reports, and the Project SLA tracker; and archive historical records monthly to support audit readiness and continuous compliance.SLA Exclusion Governance:Accountable for securing timely monthly approvals of SLA exclusion requests from designated customer stakeholders and leadership. This includes coordinating justification submissions, tracking approvals, and ensuring all exclusions are formally documented and aligned with contractual and audit requirements.Stakeholder and Team Management:Focus on creating a positive and collaborative environment by actively listening to concerns, organizing sessions on Service Level Management with domain experts, and making sure our reports align with contract expectations. Encouraging open communication, give honest feedback, recognize great work, and help organize fun team activities like celebrations to keep morale high.Risk Management:Document and highlight all risks to senior management to ensure timely actions are taken to reduce adverse impacts on SLAs.
Additional Information:- The candidate should have minimum 3 years of experience in Infrastructure Service Management.- A 15 years full time education is required. Qualification 15 years full time education