IT Operations Senior Engineer

Skills

About the Role

You will join a dynamic technology team as a Senior IT Operations Engineer, acting as a liaison between technical and non-technical stakeholders. You'll serve as the human-in-the-loop authority for agentic workflows and automated systems, providing oversight, validation, and escalation handling whenever automated processes require human judgment, risk assessment, or intervention. You will work closely with cross-functional teams to ensure high availability, performance, and security of the IT environment while maintaining control and governance over AI-driven and autonomous operations. You'll lead incident response, perform root cause analysis, implement monitoring and automation tools, document processes, and mentor junior team members, all while balancing automation efficiency with appropriate human oversight.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
• 10+ years of experience in operations, systems engineering, or infrastructure management
• Proficiency with cloud platforms (AWS, Azure, or GCP) and cloud-native technologies
• Strong understanding of networking concepts including TCP/IP, DNS, load balancing, and firewalls
• Experience with containerization technologies (Docker, Kubernetes)
• Proficiency in scripting languages (Python, Bash, PowerShell)
• Excellent problem-solving skills and ability to work under pressure
• Strong decision-making capabilities with experience in risk assessment and mitigation strategies
• Demonstrated ability to balance automation efficiency with appropriate oversight, governance, and human judgment
• Must pass all relevant background security checks
• Must be licensed in each state as required by those jurisdictions
• 10+ years professional experience in similar role
• 10+ years professional experience in an e-commerce role with significant focus on online or mobile applications
• Strong negotiation skills and ability to influence, with experience partnering across Engineering, Service Management, and SRE teams preferred

Responsibilities

• Lead incident response efforts and perform root cause analysis to prevent recurring issues
• Implement and manage monitoring, alerting, and automation tools to improve system reliability and performance
• Collaborate with development and security teams to ensure best practices in DevOps and infrastructure as code (IaC)
• Document processes, procedures, and system configurations
• Mentor junior team members and contribute to knowledge sharing initiatives
• Handle service requests, incidents and change requests using industry best practice
• Create new and update existing knowledge base articles
• Coordinate day to day assignments and tasks, most notably on heightened awareness events
• Proactively monitor and support all production environments through internal and external dashboards
• Provide information internally with regards to ongoing issues
• Prepare and distribute relevant metrics as needed
• Identify and coordinate process improvements to the incident and problem management process
• Act promptly on notifications, service degradation and outages
• Act as a focal point for outages until restoration
• Coordinate internal and external communication on P1 and P2 incidents
• Maintain, escalate and update Ops related tickets and applicable deliverables
• Deliver on KPIs and adhere to SLAs with regards to service delivery to other departments
• Serve as the primary human-in-the-loop control point for agentic workflows, AI-driven automation, and autonomous systems
• Review and approve critical actions before execution when automated systems flag high-risk operations or confidence thresholds are not met
• Provide expert judgment on edge cases, ambiguous situations, and scenarios where automated decision-making requires human validation
• Balance automation efficiency with risk mitigation, ensuring appropriate human oversight for business-critical and sensitive operations

Benefits

• Health plans including programs for fertility and family planning, mental health support, and fitness benefits
• Generous paid time off (PTO & sick leave)
• Annual bonus and long-term incentive opportunities (based on performance)
• 401k with up to a 5% match
• Commuter benefits
• Pet insurance
• Medical, vision, and dental insurance
• Life insurance
• Disability insurance
• Paid personal time off and 14 paid company holidays
• Paid sick time