Senior Specialist/Engineer Service Operations

SITA

Manage and oversee day-to-day application and middleware operations, ensuring alignment with SLAs and business expectations.

Act as the senior escalation point for application-related incidents and performance issues.

Ensure effective use of observability tools like Dynatrace to maintain proactive monitoring and root-cause identification.

Lead coordination with platform and infrastructure teams to ensure optimal service stability and resilience.

Lead, coach, and develop a team of engineers (DBAs and application specialists), fostering a high-performance, collaborative culture.

Perform regular performance assessments, provide feedback, and support career development plans.

Manage workload distribution, shift planning, and availability to support 24x7 operations as applicable.

Govern the operational health of platforms including Apache Kafka, Kubernetes clusters, Red Hat Enterprise Linux (RHEL), IBM MQ, and associated application components.

Ensure patching, configuration, and version management is done in line with security and compliance standards.

Support and influence decisions around capacity, scalability, and system upgrades.

Identify automation and operational efficiency opportunities in routine support processes.

Drive and contribute to continuous service improvement initiatives across platforms and practices.

Collaborate closely with development, project delivery, and architecture teams to ensure production-readiness of new services.

Provide direction and leadership to the team, aligning their efforts with organizational goals and fostering a positive, motivating work environment.

Monitor, assess, and provide feedback on individual and team performance, supporting professional development and addressing conflicts constructively.

Guide team members through coaching, mentoring, and clear communication to enhance their skills, align objectives, and ensure efficiency.

Act as a role model of organizational values, ethics, and policies, supporting change initiatives and promoting workplace culture in line with company strategy.