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Operations Support Engineer

2 weeks ago

Midrand, Gauteng, South Africa 8a3d2a99-604c-4c33-acaa-0f734736f6d2 Full time R600 000 - R1 200 000 per year

Purpose of the role:

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.

Your responsibilities will include:

Production Operations & Support

  • 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.

Stakeholder Engagement

  • 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

ITIL Service Management

  • Implement and manage ITIL processes including Incident, Problem, Change, and Release Management.
  • Maintain service documentation, runbooks, and operational procedures.
  • Participate in CAB (Change Advisory Board) reviews and ensure compliance with change protocols.

Operational Excellence

  • 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.

Monitoring & Observability

  • Set up and maintain monitoring, alerting, and logging systems.
  • Ensure visibility into system performance to proactively identify issues.
  • Support observability tooling and dashboards for platform health.

The ideal candidate for this role will have:

  • Bachelor's degree in Computer Science, Engineering, or related field.
  • 2+ years of experience in Big Data, ML Operations Support.
  • Experience with Cloud based data technologies such as AWS, GCP or Azure.
  • 2+ 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

Core competencies, knowledge, and experience:

  • In-depth knowledge of data as a product and information best practices.
  • Experience in using a wide range for data tools such as AWS services – S3, SFTP, Glue, EMR (Spark), Airflow, Athena, CloudWatch, CouldTrail, KMS, Kinesis, OpenSearch. etc.
  • 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, Postgress).
  • Knowledge of incident and change management workflows.
  • Excellent troubleshooting, communication, and documentation skills.
  • Working experience with Cloud platforms such as AWS, Azure 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.

What we offer:

  • An opportunity to join a very dynamic company at the forefront of AI, Big Data, Machine Learning and Data Science
  • Attractive packages
  • Ability to work remotely

If you are detail-oriented, have a positive and can-do attitude, please submit your CV directly to