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Operations Engineer (Product Operations) - Buenos Aires (Hybrid)

Description

Reporting to the Product Operations Lead, you will serve as a key operational owner for the health and stability of our commercial product portfolio. Your primary focus will be ensuring effective incident response, support operations, and continuous improvement across products in production.

Job Responsibilities

- Lead major incident response, coordinating efforts across L1/L2 support partners (HCL ASM), Engineering, Platform Operations, and vendors to ensure rapid and consistent service restoration.
- Serve as the escalation point for complex or recurring production issues, driving resolution and clear stakeholder communication.
- Own root cause analysis (RCA) and problem management, identifying systemic issues and driving corrective and preventive actions (CAPA).
- Analyze incident trends, support metrics, and operational data to identify opportunities for improvement and increased stability.
- Define and enhance monitoring and alerting capabilities in partnership with Platform Operations to improve visibility into system health and performance.
- Ensure production changes meet operational readiness and governance standards, including review of deployment plans, testing evidence, and rollback strategies.
- Coordinate and deliver minor enhancements, fixes, and operational improvements that increase system stability, usability, and supportability.
- Establish and maintain operational documentation, runbooks, and support processes to enable consistent execution and knowledge transfer.
- Enable support partner success by providing guidance, documentation, and clear escalation paths, while driving accountability and performance.
- Translate operational insights into actionable recommendations for Product and Engineering backlogs.




- Continuously identify inefficiencies in support and operations and drive improvements through process optimization and automation where appropriate.
- Collaborate with Product, Engineering, QA, and Platform Operations to ensure smooth handoffs from development to production support.
- Communicate operational status, risks, and improvements clearly to stakeholders.

Qualifications

- 4+ years of experience in application support, product operations, SRE, DevOps, or similar roles.
- Experience managing production environments, incident response, and support models (L2/L3).
- Strong understanding of modern application architectures, including APIs, cloud platforms (Azure, AWS, or GCP), and data systems (e.g., Snowflake, SQL-based platforms).
- Experience working with monitoring and logging tools to diagnose and resolve issues.
- Familiarity with incident, change, and problem management processes.
- Ability to perform light technical work such as scripting, configuration updates, or database querying when needed.
- Experience supporting data platforms, AI-enabled applications, or analytics systems.
- Familiarity with tools such as Datadog, Dynatrace, Application Insights, or similar.
- Experience working in regulated environments (GxP, HIPAA, etc.).
- Exposure to AI/ML platforms such as Azure OpenAI, Vertex AI, or similar.
- Experience working with external support partners or managed services teams.

Soft Skills

- Strong operational mindset with a focus on stability, reliability, and continuous improvement.
- Highly adaptable and comfortable learning new systems and technologies quickly.




- Strong problem‑solving skills with a focus on root cause and prevention over repeated fixes.
- Clear communicator who can translate technical issues into business impact.
- Collaborative and effective at working across teams and stakeholders.
- Proactive in identifying inefficiencies and improving processes.

Key Success Measures

- Reduction in recurring production issues through effective problem management.
- Improved incident response times and SLA adherence.
- Increased stability and reliability of products in production.
- Effective support operations with clear ownership and accountability.
- Improved visibility into system health, risks, and performance.
- Strong feedback loop from production into product and engineering roadmaps.

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

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Postúlate en Kit Empleo: kitempleo.com.ar/empleo/q27s4

📌 Operations Engineer (Product Operations)- Buenos Aires (Hybrid)
🏢 Syneos Health
📍 Buenos Aires