Senior Sustainment Engineer - L9

Senior Sustainment Engineer

The Senior Sustainment Engineer will be responsible for ensuring optimal end-user product experiences by managing the technical resolution of sustain issues and driving continuous improvement for Automation and digital solutions/products. Sustainment Engineer will quarterback the transition of products from Hypercare to Production Support, ensuring alignment with business SLAs and operational excellence. This role demands a strategic and tactical mindset to manage system stability, performance, and adoption while acting as the single point of contact for all sustain-related matters. Sustainment Engineer will collaborate closely with cross-functional teams, including Product, Design, Engineering, and Data Analytics, to incorporate user feedback into the product roadmap and enhance long-term value. Senior Sustainment Engineer is expected to lead on resource onboarding, SLA management, Vendor, and SoW management.

Responsibilities

End-User Experience & Incident Management

• Serve as the primary point of contact for all sustain-related issues, ensuring timely resolution of technical problems and incidents.
• Champion optimal end-user product experience by proactively managing system health and performance.

Transition to Sustain

• Lead the transition of digital products from Hypercare to Production Support.
• Review and validate SLAs (uptime, performance, defect resolution) to ensure alignment with business needs.
• Estimate and scale sustain resources for future product deployments.

Operational Reporting & Communication

• Deliver regular sustain status updates to business and program leadership, including system stability, usage metrics, and change request backlog.
• Maintain frequent communication with leadership to shape product lifecycle strategies and balance tactical execution with strategic goals.

Cross-Functional Collaboration

• Partner with Product, Design, Engineering, and Data Analytics teams to incorporate user feedback into the product roadmap and drive adoption.
• Build trusted advisor relationships with Product Owners, TPMs, SREs, and business stakeholders.
• Incident, Problem & Risk Management
• Own and manage the Operations Incident, Problem, and Risk backlog.
• Collaborate with Product Managers to prioritize and schedule improvements via ServiceNow Change & Release records.
• Implement predictive and preventive measures to reduce mean-time-to-resolution using automation and advanced tooling.

Post-Deployment Monitoring

• Establish and execute post-deployment adoption activities using a Transition to Sustain checklist.
• Monitor technical health and performance of digital products to ensure long-term stability.

Automation Improvements

• Lead continuous improvement and upgrades of the automation platform for scalability and performance.
• Optimize bot functionality and infrastructure to enhance efficiency and reduce operational costs.

Governance & Compliance

• Conduct technical reviews and approve proposed changes, ensuring adherence to best practices.
• Support quarterly audits, change management, and problem management processes.

Toolset Expertise

• Execute ITSM processes and leverage tools such as ServiceNow, AppDynamics, Datadog, Full Stack technologies, and other AIOps platforms.

Qualifications

• 8+ years of professional experience, with sound experience as a sustain or tech lead, specializing in Robotic Process Automation (RPA) and Microsoft technologies.
• Hands-on experience in UI Path, multi-bot architecture, web applications, PowerApps, Power BI, chatbots, Microsoft Azure, and RDBMS.
• Good Knowledge of document processing using OCR, Machine learning, Python, and Hyper Automation.
• The ideal Sustainment Engineer will be highly quantitative, have great judgment, be able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations.
• The Sustainment Engineer will take a pragmatic approach while working with sustain teams to resolve software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.
• Exceptional business relationship skills, including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.
• A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.
• Excellent technical leadership skills.
• Excellent verbal and written communication skills
• Sharp analytical abilities and proven process engineering skills