Operations Support Engineer

Vodacom Johannesburg, Gauteng, South Africa Operations Support Engineer When it comes to putting people first, we're number 1. The number 1 Top Employer in South Africa. Certified by the Top Employer Institute Job Purpose / Business Unit The job role for Operations Support Engineer is : To ensure operational excellence across all production systems supporting Big Data and Machine Learning platforms. This role is responsible for maintaining system reliability, managing incidents, changes and delivering ITIL-aligned support services to ensure seamless platform performance and user satisfaction. Responsibilities Monitor and maintain the health of production data and ML pipelines, platforms, and services. Perform root cause analysis and resolution of production incidents. Manage and coordinate incident response, escalation, and communication. Ensure timely resolution of support tickets and service requests. Implement and manage ITIL processes including Incident, Problem, Change, and Release Management. Maintain service documentation, runbooks, and operational procedures. Participate in CAB reviews and ensure compliance with change protocols. Drive continuous improvement initiatives to enhance system reliability and performance. Collaborate with DevOps, MLOps, and Platform Engineering teams to automate operational tasks. Track and report on SLAs, SLOs, and KPIs for operational services. Set up and maintain monitoring, alerting, and logging systems. Ensure visibility into system performance and proactively identify issues. Support observability tooling and dashboards for platform health. Act as the first point of contact for production-related issues. Liaise with internal teams and external vendors to resolve operational challenges. Provide regular updates and reports to leadership on operational status and risks. Core Competencies, Knowledge, and Experience Bachelor's degree in computer science, Engineering, or related field. 5+ years of experience in Big Data, ML Operations Support. Experience with Cloud based data technologies such as AWS, GCP or Azure. 5+ years of overall IT experience with Big Data, Advance Analytics, Data Warehousing and Business Intelligence. Relevant cloud certification at professional or associate level would be advantageous. Strong communication and collaboration skills. Agile exposure, Kanban, or Scrum. In-depth knowledge of data as a product & Information best practices. Experience in using a wide range of data tools such as AWS services – S3, SFTP, Glue, EMR (Spark), Airflow, Athena, CloudWatch, CloudTrail, KMS, Kinesis, OpenSearch. Strong understanding of ITIL frameworks and service management. Experience in production support for data platforms, ML systems, or cloud infrastructure. Familiarity with monitoring tools (e.g. Prometheus, Grafana, Postgres). Knowledge of incident and change management workflows. Excellent troubleshooting, communication, and documentation skills. Working experience with Cloud platforms such as AWS and GCP. Working experience with Kubernetes and Docker containers. Working experience with CI / CD, IaC and DevOps tools such as CDK, Code Repos, etc. Strong programming skills in Python and SQL. Benefits Enticing incentive programs and competitive benefit packages. Retirement funds, risk benefits, and medical aid benefits. Cell phone and data benefits, fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies. Closing date for applications : 06 November The base location for this role is Vodacom, Midrand Campus. Vodacom is an Equal Opportunities employer. We actively encourage and welcome people with various disabilities to apply. Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion. Employment type : Full-time. Seniority level : Not Applicable. Job function : Other. Industries : Information Services, IT Services and IT Consulting, Telecommunications. #J-18808-Ljbffr