Operation Support Engineer

Location: Bengaluru

Job Title

Tech Ops Engineer (AWS Hosted Systems)

Experience Level

3–5 years

Job Summary

We are seeking a Tech Ops Engineer with 3–5 years of experience supporting AWS-hosted, mission-critical systems. This role has primary operational responsibility within a designated region, providing 24×7 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 24×7 Tech Ops 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, Cloud Watch, 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

- 3–5 years of experience in Tech Ops / Cloud Operations / Production Support
- Strong hands-on experience supporting AWS-hosted systems

- Experience with automation, scripting, and infrastructure-as-code (Terraform, Cloud Formation, etc.)
- Experience delivering 24×7 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 Sys Ops Administrator, Solutions Architect)
- Exposure to ITSM tools (Service Now, Jira, etc.)

Work Model

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

- 24×7 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