Job Summary
Monitoring & Operations Support Engineer Job Summary The Monitoring & Operations Support Engineer is responsible for ensuring the availability, performance, reliability, and operational health of technology platforms and field devices across sites. This includes proactive monitoring, troubleshooting, maintenance activities. The role supports critical technologies including, networking infrastructure, and associated services. Key Responsibilities: Monitoring & Operations: Monitor applications, and services using centralized monitoring platforms. Monitor the health, performance, availability, and connectivity of applications and site infrastructure. Identify, analyse, and respond to alerts, incidents, outages, and service degradation events. Perform routine health checks and operational validations. Monitor device telemetry, event logs, transaction failures, network connectivity, and system exceptions. Support 24x7 operational monitoring and event management activities. Coordinate with Field Services, Service Desk, Infrastructure, Network, Application Support, and third-party vendors if required. Support proactive problem identification through trend analysis and monitoring insights. Support recovery activities during critical business-impacting incidents. Support monitoring, validation, and restoration activities following service disruptions. Execute firmware, software, operating system, and application update activities on supported platforms where applicable. Support scheduled maintenance windows and operational readiness activities. Validate system functionality following infrastructure, application, or device changes. Ensure compliance with security, patching, operational, and governance standards. Assist in technology refresh and lifecycle management initiatives. Analyse monitoring events, incidents, and operational data to identify trends and recurring issues. Support operational reporting, KPI development, and service health measurements. Identify opportunities for automation, self-healing capabilities, and operational efficiencies. Leverage analytics and AI-driven insights to improve detection, remediation, and service reliability. Contribute to continuous improvement initiatives focused on reducing outages and operational effort. Develop and maintain SOPs, runbooks, knowledge articles, troubleshooting guides, and operational documentation. Generate operational health reports, availability dashboards, and performance metrics. Track service trends and provide recommendations for service optimization. Support audit, compliance, and governance reporting requirements. Understanding of fuel retail technologies, POS systems, payment systems, forecourt controllers, or comparable operational technology environments. Experience with enterprise monitoring, event management, and observability platforms. Knowledge of Windows, Linux, endpoint management, patching, and device lifecycle management. Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and WAN connectivity. Experience with incident management and ticketing tools such as ServiceNow. Ability to analyse alerts, logs, metrics, trends, and operational data. Experience performing root cause analysis and identifying service improvement opportunities. Strong troubleshooting and diagnostic skills. Excellent communication, documentation, and stakeholder management skills. Ability to work effectively with global support teams, vendors, suppliers, and business stakeholders. Capable of operating in a fast-paced environment with competing priorities. Willingness to work in a 24x7 operations and monitoring environment when required.
Key Responsibilities
Monitoring & Operations Support Engineer Job Summary The Monitoring & Operations Support Engineer is responsible for ensuring the availability, performance, reliability, and operational health of technology platforms and field devices across sites. This includes proactive monitoring, troubleshooting, maintenance activities. The role supports critical technologies including, networking infrastructure, and associated services. Key Responsibilities: Monitoring & Operations: Monitor applications, and services using centralized monitoring platforms. Monitor the health, performance, availability, and connectivity of applications and site infrastructure. Identify, analyse, and respond to alerts, incidents, outages, and service degradation events. Perform routine health checks and operational validations. Monitor device telemetry, event logs, transaction failures, network connectivity, and system exceptions. Support 24x7 operational monitoring and event management activities. Coordinate with Field Services, Service Desk, Infrastructure, Network, Application Support, and third-party vendors if required. Support proactive problem identification through trend analysis and monitoring insights. Support recovery activities during critical business-impacting incidents. Support monitoring, validation, and restoration activities following service disruptions. Execute firmware, software, operating system, and application update activities on supported platforms where applicable. Support scheduled maintenance windows and operational readiness activities. Validate system functionality following infrastructure, application, or device changes. Ensure compliance with security, patching, operational, and governance standards. Assist in technology refresh and lifecycle management initiatives. Analyse monitoring events, incidents, and operational data to identify trends and recurring issues. Support operational reporting, KPI development, and service health measurements. Identify opportunities for automation, self-healing capabilities, and operational efficiencies. Leverage analytics and AI-driven insights to improve detection, remediation, and service reliability. Contribute to continuous improvement initiatives focused on reducing outages and operational effort. Develop and maintain SOPs, runbooks, knowledge articles, troubleshooting guides, and operational documentation. Generate operational health reports, availability dashboards, and performance metrics. Track service trends and provide recommendations for service optimization. Support audit, compliance, and governance reporting requirements. Understanding of fuel retail technologies, POS systems, payment systems, forecourt controllers, or comparable operational technology environments. Experience with enterprise monitoring, event management, and observability platforms. Knowledge of Windows, Linux, endpoint management, patching, and device lifecycle management. Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and WAN connectivity. Experience with incident management and ticketing tools such as ServiceNow. Ability to analyse alerts, logs, metrics, trends, and operational data. Experience performing root cause analysis and identifying service improvement opportunities. Strong troubleshooting and diagnostic skills. Excellent communication, documentation, and stakeholder management skills. Ability to work effectively with global support teams, vendors, suppliers, and business stakeholders. Capable of operating in a fast-paced environment with competing priorities. Willingness to work in a 24x7 operations and monitoring environment when required.