System Operations Engineer

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 mana