Hamsa - IT Operations Engineer
Requirements
• 3–5 years of experience in IT Operations, Help Desk, or Systems Support roles, preferably in early-stage or high-growth environments. • AWS Certified Cloud Practitioner (Foundation) preferred. • Hands-on experience with AWS monitoring, logging, and IAM administration. • Familiarity with system monitoring tools and workflows; experience standing up and maintaining alerting systems. • Solid understanding of incident management and user access provisioning. • Strong customer service mindset with excellent written and verbal communication skills. • Experience providing Level 1 support directly to SaaS clients. • Demonstrated ability to work independently, make decisions, and build repeatable processes with little direction. • Experience working under compliance frameworks (SOC 2, ISO 27001) in cloud environments. • Familiarity with compliance-friendly IT practices, endpoint management, and incident/change management tools (e.g., ServiceNow) a plus.
Responsibilities
• Monitoring & Infrastructure • Configure and operate AWS-based monitoring and logging tools (e.g. CloudWatch, CloudTrail, AWS Config), and integrate with third-party tools such as Datadog, Prometheus, New Relic and Grafana. • Set up alerts, dashboards, and escalation workflows in AWS and hybrid environments. • Assist with AWS IAM administration, cost monitoring, and basic security configuration under the direction of Engineering/DevOps. • Perform active monitoring and alert triage until the function is staffed further; create run books and SOPs for incident management. • Collaborate with Engineering and DevOps teams to ensure monitoring hooks are included in service launches and infrastructure updates. • Partner with CISO and CCO to ensure monitoring practices and access controls align with security and compliance requirements.. • User Support & IT Operations • Serve as first-line support for internal technology issues, including hardware, access, communication tools, and enterprise software platforms (e.g., Google Workspace, Slack, Zoom). • Provide Level 1 customer-facing support, escalating to specialized teams as needed. • Maintain asset and user inventory, and support endpoint management using best practices in security and lifecycle management. • Build and document help desk procedures, FAQs, and self-service materials to improve support response and reduce friction. • Own the onboarding and off-boarding process: provision/de-provision AWS IAM roles, SaaS accounts, and hardware; coordinate secure retrieval/termination; maintain access checklists, and enforce security requirements. • Work with Security, HR, and Operations to meet compliance, audit and security monitoring requirements, security best practices and regulatory requirements. • Function and Workflow Buildout • Independently identify and implement process improvements across IT Ops. • Identify and propose additional coverage, tooling and workflows for a growing IT Ops team. • Continuously refine SOPs, automation scripts, and knowledge base articles to improve efficiency and scalability.
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