IT Operations Senior Engineer

THE POSITION Our roster has an opening with your name on it We are seeking an experienced Senior IT Operations Engineer to join our dynamic technology team. We are looking for someone with excellent communication skills and the ability to act as a liaison, delivering information both to technical and non-technical teams. Being a highly motivated team player will also be essential within this role as well as being eager to learn new technologies. A key aspect of this position is serving as the human-in-the-loop authority for agentic workflows and automated systems, providing oversight, validation, and escalation handling when automated processes require human judgment, risk assessment, or intervention. You will work closely with cross-functional teams to ensure high availability, performance, and security of our IT environment while maintaining control and governance over AI-driven and autonomous operations. In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs. THE GAME PLAN Everyone on our team has a part to play Incident Management & Operations Management Lead incident response efforts and perform root cause analysis to prevent recurring issues Implement and manage monitoring, alerting, and automation tools to improve system reliability and performance Collaborate with development and security teams to ensure best practices in DevOps and infrastructure as code (IaC) Document processes, procedures, and system configurations Mentor junior team members and contribute to knowledge sharing initiatives Using industry best practice to handle service requests, incidents and change requests Create new and update existing knowledge base articles Coordinate day to day assignments and tasks, most notably on heightened awareness events Proactive monitoring and support of all production environments through internal and external dashboards Possess exceptional analytical and conceptual thinking skills Maintain a good standard of providing information internally with regards to ongoing issues Prepare and distribute relevant metrics as needed Identify and coordinate process improvements to the incident and problem management process Act promptly on notifications, service degradation and outages Acts as a focal point for outages until restoration Coordinate internal and external communication on P1 and P2 incidents Maintain, escalate and update Ops related tickets and applicable deliverables Deliver on KPIs set internally as well as adhere to SLAs with regards to service delivery to other departments Serve as the primary human-in-the-loop control point for agentic workflows, AI-driven automation, and autonomous systems Review and approve critical actions before execution when automated systems flag high-risk operations or confidence thresholds are not met Provide expert judgment on edge cases, ambiguous situations, and scenarios where automated decision-making requires human validation Balance automation efficiency with risk mitigation, ensuring appropriate human oversight for business-critical and sensitive operations THE STATS What we're looking for in our next teammate Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience 10+ years of experience in operations, systems engineering, or infrastructure management Proficiency with cloud platforms (AWS, Azure, or GCP) and cloud-native technologies Strong understanding of networking concepts including TCP/IP, DNS, load balancing, and firewalls Experience with containerization technologies (Docker, Kubernetes) Proficiency in scripting languages (Python, Bash, PowerShell) Excellent problem-solving skills and ability to work under pressure Strong decision-making capabilities with experience in risk assessment and mitigation strategies Demonstrated ability to balanc