Role Purpose

The Service Operations Engineer is responsible for ensuring the operational stability, availability, and continuous improvement of business-critical applications and services. Acting as the bridge between Engineering, DevOps, Infrastructure, Vendors, and Business Stakeholders, the role provides operational governance across incidents, deployments, service requests, changes, problem management, and stakeholder communications.

The successful candidate will own the operational lifecycle of services, ensuring that technology changes are effectively communicated, risks are understood, incidents are managed efficiently, and stakeholders remain informed at all times.

This role combines technical application support, service management, release coordination, stakeholder engagement, and operational reporting to ensure a high-quality service experience.

Key Responsibilities

Service Operations Management

- Ensure the stability, availability, and performance of supported services and applications.
- Monitor application and service health across production environments.
- Act as the operational owner for assigned business services.
- Drive service excellence through proactive monitoring, trend analysis, and operational improvements.
- Maintain operational readiness for critical business services.
- Develop and maintain service support documentation, runbooks, operational procedures, and knowledge base articles.
- Participate in on-call and major incident management processes where required.

Incident & Major Incident Management

- Manage incidents throughout their lifecycle from detection through to resolution.
- Coordinate technical teams during major incidents to ensure timely service restoration.
- Lead stakeholder communications during service disruptions.
- Facilitate incident bridge calls involving Engineering, DevOps, Infrastructure, Vendor, and Business teams.
- Produce high-quality incident summaries and executive communications.
- Conduct post-incident reviews and ensure corrective actions are tracked through to completion.
- Identify recurring issues and drive root cause elimination initiatives.

Change & Release Operations

- Review and understand planned releases, deployments, infrastructure changes, and platform upgrades.
- Act as the operational representative within release planning and change management processes.
- Assess operational and business impacts of planned changes.
- Validate deployment readiness and ensure appropriate rollback, support, and communication plans are in place.
- Coordinate production release activities with Development, DevOps, Infrastructure, Security, and Business teams.
- Track release outcomes and support post-deployment monitoring activities.




- Ensure all changes are implemented in accordance with governance and change management standards.

Stakeholder Engagement & Service Communications

- Serve as the central point of communication between technical teams and business stakeholders.
- Translate technical information into business-friendly communications and updates.
- Communicate planned maintenance activities, deployments, upgrades, risks, outages, and service impacts to stakeholders.
- Prepare and distribute service notifications, deployment advisories, incident communications, and operational reports.
- Manage stakeholder expectations during major incidents and service disruptions.
- Build trusted relationships with business owners, service managers, project teams, and operational stakeholders.
- Ensure all communications are accurate, timely, and aligned with business requirements.

Meeting Facilitation & Operational Governance

- Facilitate operational reviews, incident reviews, release readiness meetings, and service governance forums.
- Attend technical planning sessions with Development, DevOps, Infrastructure, Architecture, and Vendor teams.
- Capture comprehensive meeting minutes, decisions, risks, action items, dependencies, and ownership assignments.
- Publish meeting minutes within agreed timelines and maintain action trackers.
- Follow up on operational commitments and escalate overdue actions where necessary.
- Provide regular updates on operational risks, service performance, and outstanding actions.
- Support governance processes through audit-ready documentation and evidence management.

Service Reporting & Continuous Improvement

- Monitor service trends, recurring incidents, backlog items, SLA adherence, and operational risks.
- Identify opportunities for automation, process optimization, and service improvements.
- Drive operational excellence initiatives across supported services.
- Support service reviews and continual service improvement programs.
- Develop dashboards and reporting mechanisms to improve service visibility.

Required Qualifications

Education

- Bachelor's Degree or Diploma in Information Technology, Computer Science, Engineering, or a related field.

Professional Certifications (Advantageous)

- ITIL Foundation v4 (preferred)
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Azure Administrator (AZ-104)
- ServiceNow Fundamentals
- Agile or Scrum certifications
- DevOps Foundation
- Site Reliability Engineering (SRE) certifications

Experience

Essential





- 3 to 7 years experience in Service Operations, Application Support, Production Support, Service Management, or IT Operations.
- Experience supporting business-critical production systems.
- Experience working within ITIL-based environments.
- Experience coordinating incidents, changes, and release activities.
- Demonstrated experience engaging with technical and business stakeholders.

Preferred

- Experience within Financial Services, Telecommunications, SaaS, Digital Platforms, or Enterprise Operations.
- Experience working in cloud-based environments.
- Experience supporting DevOps and CI/CD delivery models.
- Experience working with geographically distributed teams.

Technical Skills

Service Management

- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Level Management
- Major Incident Coordination
- Operational Risk Management

Technical Competencies

- Application troubleshooting and support
- Log analysis and diagnostics
- SQL querying and database fundamentals
- API troubleshooting and integrations
- Understanding of cloud services (Azure, AWS, GCP)
- Linux and Windows administration fundamentals
- Monitoring and observability platforms

Monitoring & Tooling

Experience with tools such as:

- ServiceNow
- Jira
- Azure DevOps
- Splunk
- Instana
- AppDynamics
- Grafana
- Kibana
- New Relic
- Elastic Stack

Key Behavioural Competencies

Communication & Stakeholder Management

- Exceptional written and verbal communication skills.
- Ability to communicate effectively with both executives and technical teams.
- Strong meeting facilitation and minute-taking skills.
- Excellent stakeholder management and relationship-building capabilities.
- Ability to manage difficult conversations during service outages and escalations.

Operational Excellence

- Strong organizational skills.
- Ability to prioritize effectively in high-pressure environments.
- Attention to detail.
- Robust follow-through and accountability.
- Continuous improvement mindset.

Leadership

- Ability to coordinate cross-functional teams during incidents and deployments.
- Strong decision-making and escalation management skills.
- Influencing and collaboration skills without direct authority.

Key Deliverables

The Service Operations Engineer will be responsible for producing and maintaining:

- Major Incident Reports (MIR)
- Root Cause Analysis (RCA) reports
- Post Incident Review (PIR) documentation
- Weekly Service Health Reports
- Monthly Service Reviews
- Deployment Communications
- Change Impact Assessments
- Meeting Minutes and Action Registers
- Operational Risk Registers
- Service Runbooks and Knowledge Articles
- Stakeholder Update Communications
- Executive Service Status Reports

📌 Service Operations Engineer (India)
🏢 resourgenix (pty
📍 India