TechOps Officer

Skills

About the Role

You will investigate and troubleshoot technical issues, classify findings, and create detailed Jira bug reports. You will monitor infrastructure, alerts, and logs; respond to service disruptions; coordinate escalations; maintain incident documentation; and improve troubleshooting, reporting, and escalation workflows.

Requirements

• 2–4 years of experience in technical support or incident management.
• Ability to troubleshoot logs, APIs, monitoring tools, and system dashboards.
• Experience using Jira ticketing and writing detailed bug reports.
• Ability to lead stakeholder discussions and provide technical insights.
• Experience with first-level troubleshooting using scripts, Postman, API calls, or system tools.
• Ability to communicate technical findings clearly to different teams.
• Experience handling real-time incidents and coordinating escalations with Engineering, DevOps, or Security teams.
• Ability to manage priorities independently and follow through on escalations.
• Experience reading API documentation, interacting with API endpoints, or debugging API calls.
• Experience in crypto, centralized exchanges, or blockchain.

Responsibilities

• Investigate, troubleshoot, and classify operational and customer-support issues.
• Create detailed Jira bug reports and summarize findings.
• Perform first-level troubleshooting using scripts, APIs, Postman, and system tools.
• Assess issue impact, priority, and severity before escalating.
• Escalate validated issues to CyberSec, DevOps, and Engineering teams.
• Track escalations through resolution.
• Monitor alerts, logs, and infrastructure for issues.
• Respond to service disruptions and provide timely incident updates.
• Maintain troubleshooting guides, incident documentation, playbooks, and trackers.
• Improve escalation, reporting, and incident-handling workflows.