Operations Engineer - UK (Contract)

• Support & Incident Response • Assist with inbound support calls when call volume exceeds Support team capacity. • Troubleshoot escalated technical issues and drive them to resolution or appropriate escalation. • Respond to and resolve operations tickets within defined client SLAs. • Maintain clear and accurate documentation within ticketing systems. • Monitoring & Alert Management • Monitor system alerts using tools such as Zabbix and OpsGenie during assigned shifts and on-call rotations. • Investigate alerts and work toward meaningful progress or resolution during each shift. • Perform root cause analysis and document findings when incidents occur. • root cause analysis • System Reliability & Operations • Help ensure the continuous, healthy operation of the KAZOO platform across supported environments. • Monitor system performance, stability, and availability. • Identify potential risks and proactively work to prevent service disruptions. • Maintenance & Updates • Perform system and application updates during scheduled maintenance windows. • Validate system functionality after updates and communicate results to the appropriate teams. • Documentation • Create documentation for new procedures and operational workflows. • Update existing documentation to reflect current processes and standards. • Maintain documentation for non-standard client configurations. • Automation & Process Improvement • Identify opportunities to improve automation and operational efficiency. • Continuous Learning • Continuous Learning • Use available time to expand your knowledge in technologies relevant to the role. • Stay current with operational best practices and emerging technologies.