Operations Support Engineer at Vodafone Global Enterprise

Role Purpose/Business Unit:

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.

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 and proactively identify issues.
• Support observability tooling and dashboards for platform health.

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

The ideal candidate for this role will have:

• Bachelor’s degree in computer science, Engineering, or related field.
• 5+ years of experience in Big Data, ML Operations Support. 
• Experience with Cloud based data technologies such as AWS, GCP or Azure.
• 5+ 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 & 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 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.