Sr. Infra Ops – IT Engineer

About the role

The Sr. Infra Ops - IT Engineer is responsible for leveraging agentic AI to quickly identify, assess, and resolve critical service issues and major incidents, ensuring swift detection and response. The successful candidate will demonstrate engineering-level technical depth in AI, cloud computing concepts, and infrastructure platforms, partnering with cross-functional teams for service restoration and continuously improving the event management process. This position is critical in enhancing enterprise resilience and implementing proactive AI-driven operations within the Technology Command Center.

Responsibilities

• Manage technical and executive communication for major incidents.
• Perform alert triage, correlation, and initial impact assessment to separate actionable events from non-actionable noise.
• Support major incident detection and escalation by validating symptoms, confirming affected services, and engaging resolver teams.
• Use standard operating procedures, runbooks, and decision frameworks to investigate, prioritize, and escalate events.
• Maintain situational awareness during active events; document event patterns and operational observations.
• Promote events to incidents when thresholds are met; partner with internal and external teams during restoration activities.
• Identify opportunities to improve monitoring effectiveness, event quality, automation, and operational readiness.

Partnership & work expectations

• Collaborate with infrastructure, application, reliability engineering, service desk, and vendor teams to ensure effective event response and service restoration.
• Support continuous improvement by identifying recurring alert issues, documenting operational insights, and recommending enhancements to monitoring, runbooks, and automation.
• May require shift coverage, off-hours support, and escalation activities aligned to a 24x7 operational model and follow-the-sun support structure.

Required qualifications

• 8+ years' experience in monitoring and observability tools such as Splunk, Dynatrace, ITSI, Moogsoft, ThousandEyes, or similar.
• Experience in AI-driven data analysis and problem solving.
• AI tool proficiency including prompt engineering and interrogation skills.
• Familiarity with ITSM and ticketing platforms, including incident creation, categorization, escalation, and documentation.
• Understanding of event correlation, alert prioritization, service impact analysis, and basic automation/workflow enablement.
• Strong analytical thinking and operational judgment.
• Ability to work under pressure during high-impact events.
• Candidate must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

Schedule

This role has a Hybrid work schedule, with the expectation of working in an office (Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

Pay

The annualized base pay range for this role is $116,800 - $175,200.