Job Description

Job Title: System Operations Engineer

Location: Charlotte, NC. Secondary locations: Tempe, AZ with expected future transition to Chandler, AZ.

Duration: 12 months

Pay Rate: $30/hr (W2 Only)

Job/Role Description:

• This role is a critical boots-on-the-ground member of the Technology Operations Mission Control command center, providing 24/7 production support for consumer-facing and internal applications in a high-availability environment.
• The System Operations Engineer serves as the first line of defense for production incidents, with a strong focus on proactive event monitoring, incident triage, hands-on remediation, and cross-team coordination.
• This position operates on a firehouse schedule: Sunday, Monday, Tuesday, plus an alternating Wednesday every two weeks. Shifts are 12 hours (9:30 AM EST – 9:30 PM EST) and require full onsite presence.
• AZ candidates must follow the same Eastern Time schedule (9:30 AM – 9:30 PM EST).
• Continuously monitor application and infrastructure dashboards to identify events, alerts, and performance degradation before customer impact occurs.
• Receive and triage incidents through ServiceNow, assess severity, and execute remediation steps using established runbooks and operational procedures.
• Perform hands-on remediation using approved tools and processes; expected to independently resolve the majority of incidents without escalation.
• Analyze logs, application metrics, and system telemetry using tools such as Splunk and AppDynamics to troubleshoot functionality issues, data delays, or processing failures.
• Proactively identify trends, recurring issues, and potential risks.
• Collaborate with application onboarding teams, L2 support, platform SMEs, product owners, and engineering partners.
• Rely on detailed documentation and runbooks rather than being deep application experts.
• Clearly document investigation steps, remediation actions, and resolution outcomes.
• Escalate appropriately when deeper expertise is required.
• This role is designed for technologists who want to grow into L2/P2 responsibilities.
  
  

Required Qualifications

• Strong background in production support, system operations, or advanced help desk roles with hands-on remediation experience (beyond basic ticket intake and escalation).
• Demonstrated ability to investigate, diagnose, and independently remediate production issues using runbooks and tools.
• Hands-on experience with Linux environments and reviewing logs/system output for root cause analysis.

Required tool experience:

• AppDynamics (Application Performance Monitoring)
• Splunk (log analysis and operational insights)
• Autosys (or similar batch scheduling / workload automation tools)
• Oracle databases and SQL
• ServiceNow (incident, problem, and change management workflows)
• Strong observability and monitoring tool experience.
• Batch processing knowledge is highly valued.
• Change management understanding is a plus.
• Excellent written and verbal communication skills for documentation, incident updates, and team coordination.
• Ability to manage multiple priorities in a fast-paced, high-stakes 24/7 production environment.
• Banking or financial services experience is highly preferred.
• Prior Mission Control, Command Center, or hybrid L1/L2 production support experience is strongly preferred.