IT Operations Engineer - L3

📋 Description

• • Vana, Inc. is seeking a highly experienced and technically adept IT Operations Engineer (L3) to join our dynamic IT Services & Helpdesk team. As a fast-growing fintech company with operations across Latin America, we rely on robust and efficient IT infrastructure to support our mission. This pivotal role demands a seasoned professional who can lead technical initiatives, mentor junior team members, and drive measurable improvements in our IT service delivery. You will be instrumental in shaping our IT strategy, ensuring the reliability of our enterprise infrastructure, and providing expert-level support to our end-users.
• • As an L3 individual contributor, you will be the go-to expert for complex operational challenges, taking ownership of end-to-end solutions. Your influence will extend across the organization, shaping our IT practices and best standards. You will act as the technical authority for escalations related to helpdesk, IT services, and infrastructure, ensuring swift and effective resolution of critical issues.
• • **Infrastructure and Operations Excellence:**
• • Design, implement, and maintain a sophisticated hybrid infrastructure, encompassing both on-premise data centers and AWS cloud services across multiple countries. This includes ensuring high availability, scalability, and performance of our critical systems.
• • Architect and deploy robust disaster recovery (DR) solutions, taking charge of periodic testing, documentation, and continuous improvement of our DR capabilities to safeguard business continuity.
• • Own the network architecture, including the design and implementation of LAN/WAN topologies, VPN connectivity, and seamless integration with telecommunication providers. You will ensure our network is secure, efficient, and capable of supporting our global operations.
• • Champion and drive the adoption of Infrastructure as Code (IaC) principles and automation technologies to significantly reduce manual operational overhead, enhance consistency, and accelerate deployment cycles.
• • Implement and manage comprehensive monitoring, alerting, and capacity planning systems to enable proactive identification of potential issues and ensure optimal resource utilization.
• • **IT Service Delivery and Management:**
• • Define and establish Service Level Objectives (SLOs) for IT support, implementing effective measurement systems to track performance and identify areas for enhancement.
• • Design and refine escalation frameworks to ensure incidents are accurately and efficiently assigned based on their complexity, minimizing resolution times and improving user satisfaction.
• • Oversee the complete IT asset lifecycle management, from procurement and deployment to secure disposal, ensuring compliance and cost-effectiveness.
• • Analyze support ticket patterns and trends to identify systemic issues, root causes, and implement preventive solutions that reduce recurring problems.
• • Manage key vendor relationships for hardware, software licenses, and support contracts, negotiating terms and ensuring service level adherence.
• • **Automation and Tooling:**
• • Develop and deploy automation solutions using Python and Bash scripting to eliminate repetitive tasks, streamline workflows, and free up valuable team resources.
• • Create self-service capabilities for employees, empowering them to resolve common issues independently and reducing the burden on the IT helpdesk.
• • Automate critical employee lifecycle processes, including onboarding and offboarding, to ensure a smooth and efficient experience for new and departing team members.
• • Build and maintain insightful monitoring dashboards and implement robust configuration management practices to ensure system stability and compliance.
• • **Security and Access Management Collaboration:**
• • Administer identity and access management (IAM) systems, including user provisioning, deprovisioning, and regular access reviews to maintain the principle of least privilege.
• • Configure, maintain, and troubleshoot authentication systems such as Single Sign-On (SSO), Multi-Factor Authentication (MFA), and directory services.
• • Actively support compliance initiatives by ensuring IT operations adhere to required security controls and regulatory standards.
• • Implement and enforce security configurations and hardening standards in line with established company policies and industry best practices.
• • **Team Mentorship and Development:**
• • Provide expert technical mentorship and guidance to L1 and L2 support teams through active collaboration (swarming) and real-time knowledge transfer.
• • Lead the technical response to critical incidents, working closely with junior engineers to troubleshoot and resolve complex problems effectively.
• • Develop structured learning paths and skill development frameworks to foster the growth and expertise of the IT team.
• • Participate in the recruitment process, identifying and attracting top talent, and actively promote a culture of documentation, continuous learning, and shared knowledge within the IT department.