Operations Engineer

Project Role : Operations Engineer

Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.

Must have skills : Agentic Orchestration, Agentic AI, AI Orchestration &LLM

Good to have skills : NA

Minimum 3 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

A Tools & Platforms Service Engineer is responsible for the day-to-day operation, monitoring, support, and maintenance of the infrastructure engineering tooling estate - spanning observability platforms, infrastructure-as-code tooling, CI/CD pipelines, ITSM platforms, internal developer portals, secret management, and AI-augmented operations tooling. The role ensures that the platforms enabling Cloud, Network, Security, Database, and Voice teams to operate at scale remain available, performant, and fit for purpose.

At Level 9 / 10, this individual forms the primary operational execution layer within the tools and platforms tower - a proficient hands-on engineer who keeps platform tooling running reliably, resolves incidents and service requests efficiently, executes changes cleanly, and supports the adoption of AI-augmented operational capabilities across the infrastructure engineering function.

PLATFORMS IN SCOPE

Observability:

- ELK/Splunk

- OpenTelemetry

- Alertmanager

Automation & IaC:

- Terraform (consumer)

- Ansible playbooks

- GitHub Actions

- HashiCorp Vault

ITSM & DevOps:

- ServiceNow

- Jira/Confluence

- Xmatters

- CMDB tooling

AI-Augmented Ops:

- LLM runbook support

- AI alert triage

- Chatbot ops interfaces

- Prompt execution

- LLMOps monitoring

Roles & Responsibilities:

Observability & Monitoring Platform Operations

- Monitor and maintain observability platforms - Splunk/ELK - ensuring dashboards, alert rules, and data pipelines remain operational and accurate across all infrastructure tiers

- Triage and resolve observability platform incidents - broken scrapers, missing metrics, failed log ingestion, dashboard errors - within defined SLA commitments

- Manage alert configuration - creating, updating, and tuning alert rules in Alertmanager, or equivalent to reduce noise and maintain actionable alerting across infrastructure teams

- Operate ELK stack or Splunk log pipelines - managing index lifecycle, ingest pipeline health, and log source connectivity for infrastructure platforms

- Execute observability platform changes - dashboard deployments, alert rule updates, retention policy changes - following approved change management procedures

- Maintain runbooks and operational documentation for all observability platforms - keeping procedures current, accurate, and audit-ready

ITSM, DevOps Tooling & AI-Augmented Operations

- Manage Xmatters - maintaining escalation policies, on-call schedules, alert routing rules, and integration health with upstream observability platforms

- Support Jira and Confluence platform operations - managing project configurations, workflow rules, automation triggers, and user access across engineering teams

- Monitor and support AI-augmented operations tooling - LLM runbook automation pipelines, agentic ITSM workflow health, and AI alert correlation services - ensuring AI tools are operational and escalating failures to Principal Engineers

- Support engineering teams using AI-augmented operations capabilities - triaging issues with LLM-powered runbook execution, RAG knowledge base queries, and chatbot operational interfaces

- Monitor LLMOps pipelines - tracking prompt execution logs, model API health, token usage, and cost anomalies - escalating degradation or unexpected behaviour promptly

- Perform root cause analysis (RCA) for recurring platform incidents across observability, IaC, CI/CD, ITSM, and AI tooling - documenting findings and driving preventive actions

- Support audit, regulatory, and compliance activities - producing platform access logs, configuration exports, and change evidence for PCI DSS, SOX, and FSI regulatory review

Professional & Technical Skills:

Must-Have Technical Skills

Observability Operations: Splunk - dashboard management, alert rule configuration, metric scraper troubleshooting, and log pipeline operations (ELK/Splunk)

Terraform Operations: Plan/apply execution, state file management, drift alert response, module consumption support, and workspace administration across AWS and GCP environments

CI/CD Operations: GitHub Actions and ArgoCD - pipeline health monitoring, runner management, deployment failure triage, and GitOps workflow support for infrastructure and application teams

HashiCorp Vault: Secret lease monitoring, auth method health, cluster status monitoring, and escalation-ready diagnosis of secrets management failures

Xmatters: On-call schedule management, escalation policy configuration, alert routing, and integration health with upstream monitoring platforms

AI Tooling Operations: LLM runbook pipeline monitoring, agentic ITSM workflow health, LLMOps dashboard operation, token/cost anomaly alerting, and AI tool incident triage

Scripting & Automation: Python or Bash - operational scripting for platform task automation, API-driven tooling management, and alert-driven remediation workflows

Incident & Change Management: Structured P1-P3 platform incident handling, ITIL-aligned change execution, post-change verification, and RCA documentation in FSI environments

CMDB & Asset Management: Automated discovery tool operations, asset record accuracy monitoring, lifecycle tracking, and CMDB reconciliation for infrastructure tooling assets

Preferred / Advantageous

- Familiarity with LLM APIs (OpenAI, Anthropic, Google Gemini)

- sufficient to triage AI tooling incidents and support engineering teams with prompt execution issues

- Experience with Ansible or Chef for configuration management task execution and playbook troubleshooting - Exposure to Kubernetes operations (EKS or GKE)

- sufficient to support platform tooling deployed on container platforms

- Familiarity with observability-as-code practices - dashboard and alert rules managed as version-controlled configurations

Additional Information:

- Observability, IaC, CI/CD, ITSM, and AI tooling platforms are available and performing - incidents are resolved within SLA with accurate RCA and preventive actions that reduce recurrence

- Engineering teams across Cloud, Network, Security, Database, and Voice towers experience reliable, responsive platform tooling - support requests are resolved promptly and platform outages are communicated clearly

- Changes across the tooling estate are executed cleanly - validated, implemented without unplanned impact, and verified post-completion with documented evidence

- AI-augmented operations tooling is operational and monitored - LLM pipelines, agentic workflows, and alert correlation services are healthy, and degradation is escalated before it impacts engineering teams

- Platform access, audit logs, and CMDB records are consistently accurate - supporting PCI DSS, SOX, and regulatory review without remediation effort

- The candidate should have minimum 3 years of experience in Agentic Orchestration.

- This position is based at our Bengaluru office.

- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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