Senior AIOps Support Engineer

As part of Bell's AIOps program, AIOps Support Engineers perform hands-on, manual triage of alarms and monitoring alerts across a large and diverse application portfolio. The role starts with 50 applications and grows to roughly 320 over two years, spanning different technology stacks, different log aggregation tools, and different lifecycle dispositions (Invest, Tolerate, Retire, Migrate). The focus today is disciplined, high-quality manual triage with a clear roadmap toward more automated, proactive detection as the underlying telemetry backbone (built on OpenTelemetry) matures. This is not an agentic-automation role; it is the foundational human layer that makes accurate, standardized data and eventually automation possible.

Responsibilities:

• Perform manual Tier 1 triage: monitor, detect, classify, and route incidents based on alarm and alert signals from a range of source applications.
• Work across a diverse toolset: interpret alerts from multiple log aggregation and observability platforms Dynatrace, New Relic, ManageEngine, Glassbox, and others and translate them into consistent, actionable incident data.
• Support standardized, real-time telemetry help build and maintain a clean OpenTelemetry-based data backbone, ensuring alarm and alert data is standardized, timely, and reliable.
• Move from reactive to proactive: contribute to the shift from reactive incident response toward proactive issue prevention by flagging patterns, gaps, and data-quality issues in monitoring coverage.
• Understand a complex app ecosystem: learn and track the technology stack, architecture disposition (Invest, Tolerate, Retire, Migrate), and ownership of each supported application.
• Engage support groups and app owners: coordinate with the correct support group and application owner for each application to resolve or escalate incidents quickly.
• Support a growing, moving target: adapt as new applications are onboarded; the portfolio will grow from 50 to approximately 320 applications over two years.
• Practice data stewardship: flag inconsistent, noisy, or low-quality alert data and help drive it toward a clean, standardized state.

Key Technical Competencies:

• Application & Production Support (L1/L1.5)
• Incident, Problem & Change Management (ITIL)
• Application, Middleware & Database Log Analysis
• Monitoring & Observability (Dynatrace, New Relic, AWS CloudWatch, and similar tools)
• OpenTelemetry & Distributed Tracing (working knowledge)
• Proactive Alert Monitoring & Outage Prevention
• Linux & Windows OS Troubleshooting
• Basic Networking (TCP/IP, DNS, HTTP/HTTPS, SSL, Load Balancers)
• SQL & Database Query Analysis
• API & Integration Troubleshooting
• Hybrid Environment Support (On-Premises + Cloud)
• ServiceNow / Jira Ticket Management

What We're Looking For:

• Experience: 3-6 years in application or production support (L1/L1.5), preferably supporting hybrid on-premises and cloud environments.
• Willingness to do manual, hands-on triage: comfortable with the detail work of alert monitoring and classification, especially in the early stages of the program before automation scales.
• Adaptability: able to work across a complex, changing application ecosystem different technology stacks, different log aggregation tools, and different architecture placements.
• Customer-centric mindset: focused on service stability, operational excellence, and continuous improvement.
• Clear, fast communication: able to interpret alert data with speed and clarity and turn it into actionable next steps for support groups and application owners.
• Growth orientation: interested in developing toward more proactive, automation-supported monitoring as the program matures.

Must-Have Skills:

• Understanding of the Incident Management Lifecycle, and Problem, Change Request, and Service Request concepts (ITIL)
• Basic CMDB concepts
• Hands-on experience working with log aggregation technologies (Dynatrace, New Relic, ManageEngine, Glassbox, or similar)
• Working knowledge of JSON and XML, and basic file/task automation
• Knowledge of IT infrastructure and basic networking: VMs, firewalls, load balancers, containers, OpenShift (OCP), Kubernetes
• Unix shell scripting and Windows batch file creation
• Basic knowledge of cloud concepts, storage, and security
• Basic understanding of TLS, SSL, tokens, and secret management
• Familiarity with API gateways and API toolkits (Postman, SOAP UI, or similar)
• Ability to support outage response and work effectively with cross-functional teams
• Ability to contribute to Root Cause Analyses (RCAs) and knowledge/runbook creation
• Basic understanding of SLA/SLO concepts, reporting, and availability calculation
• Basic understanding of data concepts: data latency, data fragmentation, data lineage, and data marts

Nice-to-Have Skills:

• Familiarity with AI concepts such as prompt engineering, knowledge graphs, and Retrieval-Augmented Generation (RAG)
• Exposure to public cloud platforms (AWS, Azure, or GCP)
• Scripting or automation experience beyond basic file automation (e.g., Python)

Skills

AIOps, Dynatrace, Glassbox, ITIL, ManageEngine, New Relic, Observability