Technology And Data - Systems Operations Engineer 1 - Contingent

System Operations Engineer (Technology Operations Analyst – P1)

In this contingent resource assignment, you may: Participate in or provide support for low complexity initiatives within Systems Operations Engineering. Review basic or tactical issues, policies, or procedures for which answers can be quickly obtained related to low-risk tasks and deliverables with narrower impact in Systems Operations Engineering. Receive direction from supervisor and exercise judgment within defined parameters while developing understanding of function, policies, procedures, and compliance requirements. Provide information to client personnel in Systems Operations Engineering.

Required Qualifications: 6+ months of Technology Engineering experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Role Summary

The System Operations Engineer (P1) is a critical member of the Technology Operations command center, providing 24/7 production support for consumer-facing and internal applications in a high-availability environment. This role sits above traditional help desk support and is intended for experienced analysts capable of performing at a P1 level while demonstrating readiness to grow into P2 responsibilities. The team operates as the first line of defense for production incidents, with a strong focus on event monitoring, incident triage, proactive remediation, and coordination across application and platform support teams.

Key Responsibilities

The System Operations Engineer acts as a frontline production support engineer within a 24/7 Mission Control or Command Center environment. The role includes continuous monitoring of application and infrastructure dashboards to identify events, alerts, and performance degradation before customer impact occurs. Incidents are received and triaged through ServiceNow, where severity is assessed and remediation steps are determined using established runbooks and operational procedures. The engineer performs hands-on remediation using approved tools and processes and is expected to independently resolve the majority of incidents without escalation. The role requires analysis of logs, application metrics, and system telemetry using tools such as Splunk and AppDynamics to troubleshoot functionality issues, data delays, or processing failures that could impact customers. Engineers proactively identify trends, recurring issues, and potential risks rather than operating in a purely reactive support model. The role involves close collaboration with application onboarding teams, L2 application support teams, platform subject matter experts, and product owners and engineering partners. Clear documentation of investigation steps, remediation actions, and resolution outcomes is required. When runbook-driven remediation is unsuccessful or deeper application expertise is required, issues are escalated appropriately to L2 support teams. Engineers participate in rotating command center duties and must be able to manage multiple priorities in real time within a high-stakes production environment.

Operating Model

This role operates within a 24/7 global support model. U.S. coverage spans approximately twelve hours per day, with team members distributed across Arizona and North Carolina. Remaining coverage is supported by an offshore team. The Mission Control function focuses on event management, production monitoring, incident remediation, and cross-team coordination. While this role does not perform deep application development, it requires a strong functional understanding of how applications behave in production and how upstream and downstream dependencies impact service delivery.

Required Skills and Experience

Candidates must have a strong background in production support, system operations, or advanced help desk support that goes beyond basic ticket intake. A demonstrated troubleshooting mindset and the ability to investigate, diagnose, and remediate issues independently is required. Hands-on experience with Linux environments is expected, along with experience reviewing logs and system output to identify root cause. Experience with enterprise monitoring and observability tools is required, including AppDynamics for application performance monitoring and Splunk for log analysis and operational insights. Familiarity with batch scheduling and workload automation tools such as Autosys is required to support and troubleshoot scheduled processing and job failures. Working knowledge of Oracle databases and SQL is required to support investigation of data-related issues, application dependencies, and processing delays. Experience using ITSM tools such as ServiceNow for incident, problem, and change workflows is required. Candidates must be comfortable working directly with internal customers, platform teams, and subject matter experts, and must demonstrate strong written and verbal communication skills for documentation, incident updates, and handoffs. The ability to execute runbooks accurately while knowing when to escalate is critical.

Preferred Background

Banking or financial services experience is highly preferred due to the rigor of production environments, operational risk awareness, and regulatory expectations. Prior experience in production operations, mission control or command center environments, or hybrid L1/L2 support roles is preferred. Senior help desk or desktop support professionals who have already moved beyond ticket intake and are ready to take on elevated operational responsibility are encouraged to apply.

What This Role Is Not

This is not a basic help desk or call center position. It is not a ticket-pushing or pass-through role, and it is not solely reactive support. This team owns outcomes, remediates the majority of issues independently, and supports higher-stakes production incidents that directly impact customers and business operations.

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."