{"id":4199477,"url":"https://alion.io/job/bce-global-tech-senior-aiops-support-engineer","title":"Senior AIOps Support Engineer","company":{"id":6489,"name":"BCE Global Tech","domain":"bceglobaltech.com","url":"https://alion.io/company/bce-global-tech","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AIOps","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"AWS","optional":false},{"name":"DNS","optional":false},{"name":"Dynatrace","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"New Relic","optional":false},{"name":"OpenShift","optional":false},{"name":"OpenTelemetry","optional":false},{"name":"Postman","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SOAP","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"AI Agents","optional":true},{"name":"Azure","optional":true},{"name":"GCP","optional":true},{"name":"Knowledge Graph","optional":true},{"name":"Prompt Engineering","optional":true},{"name":"Python","optional":true},{"name":"RAG","optional":true}],"status":"live","first_seen_at":"2026-11-12T21:35:00Z","employer_posted_date":null,"last_verified_at":"2026-11-12T21:35:00Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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.\n\nResponsibilities:\nPerform manual Tier 1 triage: monitor, detect, classify, and route incidents based on alarm and alert signals from a range of source applications.\nWork 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.\nSupport standardized, real-time telemetry help build and maintain a clean OpenTelemetry-based data backbone, ensuring alarm and alert data is standardized, timely, and reliable.\nMove 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.\nUnderstand a complex app ecosystem: learn and track the technology stack, architecture disposition (Invest, Tolerate, Retire, Migrate), and ownership of each supported application.\nEngage support groups and app owners: coordinate with the correct support group and application owner for each application to resolve or escalate incidents quickly.\nSupport a growing, moving target: adapt as new applications are onboarded; the portfolio will grow from 50 to approximately 320 applications over two years.\nPractice data stewardship: flag inconsistent, noisy, or low-quality alert data and help drive it toward a clean, standardized state.\n\nKey Technical Competencies:\nApplication & Production Support (L1/L1.5)\nIncident, Problem & Change Management (ITIL)\nApplication, Middleware & Database Log Analysis\nMonitoring & Observability (Dynatrace, New Relic, AWS CloudWatch, and similar tools)\nOpenTelemetry & Distributed Tracing (working knowledge)\nProactive Alert Monitoring & Outage Prevention\nLinux & Windows OS Troubleshooting\nBasic Networking (TCP/IP, DNS, HTTP/HTTPS, SSL, Load Balancers)\nSQL & Database Query Analysis\nAPI & Integration Troubleshooting\nHybrid Environment Support (On-Premises + Cloud)\nServiceNow / Jira Ticket Management\n\nWhat We're Looking For:\nExperience: 3-6 years in application or production support (L1/L1.5), preferably supporting hybrid on-premises and cloud environments.\nWillingness 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.\nAdaptability: able to work across a complex, changing application ecosystem different technology stacks, different log aggregation tools, and different architecture placements.\nCustomer-centric mindset: focused on service stability, operational excellence, and continuous improvement.\nClear, fast communication: able to interpret alert data with speed and clarity and turn it into actionable next steps for support groups and application owners.\nGrowth orientation: interested in developing toward more proactive, automation-supported monitoring as the program matures.\n\nMust-Have Skills:\nUnderstanding of the Incident Management Lifecycle, and Problem, Change Request, and Service Request concepts (ITIL)\nBasic CMDB concepts\nHands-on experience working with log aggregation technologies (Dynatrace, New Relic, ManageEngine, Glassbox, or similar)\nWorking knowledge of JSON and XML, and basic file/task automation\nKnowledge of IT infrastructure and basic networking: VMs, firewalls, load balancers, containers, OpenShift (OCP), Kubernetes\nUnix shell scripting and Windows batch file creation\nBasic knowledge of cloud concepts, storage, and security\nBasic understanding of TLS, SSL, tokens, and secret management\nFamiliarity with API gateways and API toolkits (Postman, SOAP UI, or similar)\nAbility to support outage response and work effectively with cross-functional teams\nAbility to contribute to Root Cause Analyses (RCAs) and knowledge/runbook creation\nBasic understanding of SLA/SLO concepts, reporting, and availability calculation\nBasic understanding of data concepts: data latency, data fragmentation, data lineage, and data marts\n\nNice-to-Have Skills:\nFamiliarity with AI concepts such as prompt engineering, knowledge graphs, and Retrieval-Augmented Generation (RAG)\nExposure to public cloud platforms (AWS, Azure, or GCP)\nScripting or automation experience beyond basic file automation (e.g., Python)\nSkills\nAIOps, Dynatrace, Glassbox, ITIL, ManageEngine, New Relic, Observability","description_format":"text","description_chars":5081,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mobile 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