Systems Operations Engineer (Application Operations Support)

Location: Charlotte, NC (Preferred); Irving, TX or Minneapolis, MN
Work Arrangement: Onsite
Experience: 10+ Years

Job Summary

We are seeking an experienced Systems Operations Engineer to lead application support for critical production systems, focusing on incident management, problem management, change and release management, and other ITIL-based functions.

The ideal candidate will have strong technical troubleshooting skills, experience supporting large and complex enterprise applications, and the ability to collaborate with development, business, and infrastructure teams. The role requires a proactive approach to automation, continuous improvement, operational stability, and the adoption of AI-enabled tools and practices.

The engineer will work with a distributed team across the United States and India to maintain the availability, reliability, security, and performance of production applications, including HR and Legal application suites.

Key Responsibilities

• Drive adoption of core operational tools and align support processes with ITIL practices.

• Manage incidents, problems, changes, releases, and service requests across diverse applications and technologies.

• Lead incident bridges, coordinate remediation activities, communicate status updates, and drive timely issue resolution.

• Perform root cause analysis and implement preventive measures to reduce recurring incidents.

• Troubleshoot complex production issues across enterprise applications, servers, databases, and infrastructure components.

• Collaborate with development teams, business stakeholders, vendors, and offshore engineering teams.

• Identify technology gaps, operational risks, and single points of failure; recommend improvements to system reliability.

• Create and maintain application-specific troubleshooting guides, runbooks, build documentation, and configuration documentation.

• Provide knowledge transfer, training, and operational guidance to other team members.

• Identify opportunities to automate repetitive operational tasks and improve support efficiency.

• Perform routine maintenance and proactively monitor production environments.

• Manage incident, problem, and request ticket queues to ensure timely resolution and service quality.

• Ensure supported systems comply with security, audit, documentation, and change-control policies.

• Support complex enterprise environments involving IIS/.NET/SQL applications, multi-tier web hosting, server clustering, and load balancing.

• Explore and adopt AI-enabled tools and practices to improve operational productivity and troubleshooting.

Required Skills

• Strong experience in application operations and production support.

• Hands-on experience with SQL, Linux, and shell scripting.

• Experience with Autosys scheduling and job monitoring.

• Knowledge of OpenShift and Kubernetes environments.

• Strong understanding of incident, problem, change, and release management.

• Experience with root cause analysis, troubleshooting, and production issue resolution.

• Understanding of enterprise application architecture, server environments, and application availability.

• Experience with operational documentation, runbooks, and automation.

• Strong communication, collaboration, and stakeholder-management skills.

• Interest in AI adoption and continuous improvement in application operations.

Preferred Qualifications

• Experience supporting large-scale, business-critical enterprise applications.

• Familiarity with IIS/.NET/SQL application environments, multi-tier architectures, clustering, and load balancing.

• Experience working with vendors and distributed teams across multiple time zones.

• Ability to identify automation opportunities and improve operational processes.

• Strong analytical, organizational, and multitasking skills.

Work Requirements

• Onsite work at one of the specified locations.

• Flexibility to provide occasional after-hours support and participate in an on-call rotation.

• Coordination with offshore teams for production changes, incident investigation, and issue resolution.

• Commitment to maintaining production stability, service quality, security, and compliance.