Job Information
Eliassen Group Operations Support Engineer in Helena, Montana
Operations Support Engineer
Anywhere
Type: Contract
Category: Support
Industry: Financial Services
Workplace Type: Remote
Reference ID: JN -022025-100948
Date Posted: 02/20/2025
Shortcut: http://careers.eliassen.com/xcC8zQ
Description
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Description:
100% Remote
Our client has an exciting opportunity for an Operations Support Engineer. The Operations Support Engineer (Onshore/Offshore Liaison) is responsible for ensuring the operational stability and performance of critical applications. This hands-on level 2 support role also involves overseeing incident monitoring, log analysis, and enhancing monitoring and alerts. The engineer will act as a primary point of contact for offshore teams, ensuring compliance with SLAs, and maintaining a smooth operational experience. This position emphasizes hands-on Level 2 support while coordinating and mentoring offshore and weekend support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness.
Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $65 - $75 / hr. w2
Responsibilities:
Incident Monitoring & First Response:
· First response to Level 2 tickets during EST time zone.
· Monitor Splunk Alerts, ServiceNow Incidents, CloudWatch, and Dynatrace Alerts and system health issues.
· Perform initial triage and apply resolution from Playbooks.
· Escalate critical issues to Onshore L2 technical lead and L3 support.
Log Analysis & Troubleshooting:
· Investigate API errors, transaction failures, and database issues using logs and tools (Splunk, Dynatrace, etc.).
· Run SQL queries on AWS Aurora to verify data and research issues.
Ticket Management & Shift Coverage:
· Log incidents, document workarounds, and resolutions in ServiceNow, Digital.ai, and/or Confluence.
· Ensure smooth shift handovers with detailed incident reports.
Offshore & Weekend Coverage Team Management:
· Oversee two offshore engineers and weekend L1 resources, ensuring standard operating procedure (SOP) adherence and smooth shift changeovers.
· Manage shift schedules, ensuring 24x7 coverage.
· Conduct weekly offshore syncs and knowledge-sharing sessions.
Incident Escalations & SLA Tracking:
· Serve as the primary escalation point for offshore engineers before involving the technical lead.
· Track and report MTTA, MTTR, and SLA compliance for offshore and weekend staff.
· Participate in weekend L2 on-call rotation.
Documentation & Knowledge Transfer:
· Maintain Playbooks and offshore process documentation in Confluence.
· Train offshore and weekend engineers on new tools and procedures .
Collaboration with Technical Lead, SRE/DevOps Team, Development Team:
· Ensure that offshore engineers contribute to incident tracking and postmortems.
· Collaborate with DevOps and development teams to improve deployment processes and application resilience .
Experience Requirements:
Bachelor’s degree in Computer Science/Information Systems or equivalent work experience.
5+ years of experience in application support or a related technical role.
3+ years experience in the banking or financial industry.
Strong understanding of ITIL v4 Incident Management.
Experience with offshore team coordination in a 24x7 environment.
Proficiency in troubleshooting API errors, transaction failures, and database issues.
Strong knowledge of monitoring tools like Splunk, Dynatrace, and AWS CloudWatch.
Experience with ticketing and documentation tools like ServiceNow and Digital.ai.
Excellent communication skills with both technical and non-technical stakeholders.
Strong analytical and problem-solving abilities.
Experience with SRE/DevOps practices and coordination with SRE/DevOps teams.
Experience working in Agile environments.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.
About Eliassen Group:
Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.
Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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