Sr. Platform Operations Engineer

The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.

FreedomPay is seeking a Platform Operations Engineer to help the Platform Operations team maintain operational readiness as the company scales. This role is focused on automation and AI strategies to build and improve tools and processes that keep pace with FreedomPay’s growth.

You’ll work closely with Platform Operations Analysts, engineering, and infrastructure teams to identify automation opportunities, apply AI-driven tooling to detect and resolve issues faster, and continuously improve how the team monitors the platform.

Primary Responsibilities

• Identify monitoring and performance optimization opportunities, implement improvements, and continuously optimize system monitoring across the platform.
• Apply AI and machine learning to platform operations, including anomaly detection, alert correlation, and noise reduction, to detect and resolve issues faster.
• Conduct root cause analysis for platform incidents, implement and maintain monitoring tools, and develop proactive strategies and solutions to prevent recurrence.
• Serve as an escalation point for complex technical issues related to platform and services performance and stability. Manage problems and coordinate escalation and resolution efforts, developing solutions that minimize business impact.
• Build and maintain AI assisted tooling and automation that reduces manual operational work and speeds up incident response.
• Document procedure improvements and maintain detailed SOP and Alert Response documentation to support operational consistency and knowledge retention.
• Continuously build technical knowledge and act as a subject matter expert in observability and AI driven operations, while maintaining strong relationships with stakeholders across FreedomPay.

Required Background and Experience

• BS degree in Computer Science or equivalent, or equivalent years of relevant experience.
• 4+ years of hands on experience in observability, monitoring, or site reliability roles within highly available, high throughput, or transaction processing environments.
• Demonstrated experience applying AI or machine learning tools to operational problems such as anomaly detection, alert correlation, or automated remediation.
• Strong incident management track record, with a history of driving issues to resolution and minimizing business impact.
• Excellent communication and organizational skills, with a strong sense of ownership and service.

Required Technical Skills

• Deep proficiency with an enterprise APM or observability platform (Dynatrace, Datadog, New Relic, or comparable), including dashboard design, alerting strategy, and performance analysis.
• Hands on experience with AIOps and ML driven observability, including anomaly detection, alert correlation, and intelligent noise reduction, to surface issues earlier and shorten time to detection.
• Experience with log management and analysis tools such as Splunk or similar platforms, used to correlate signals and drive root cause analysis.
• Experience with AI-assisted development, agent workflows, and LLM-based tooling with Claude, Codex, or similar, applied to incident response, runbook automation, and knowledge tooling.
• Proficiency in scripting and automation, including PowerShell and/or Python, to build observability tooling, automate alert response, and drive remediation work.
• Experience using Azure Logic Apps, Azure Functions, or Azure AI Foundry to build AI-driven automation workflows.
• Working knowledge of monitoring modern containerized workloads.
• Administration of third-party tools with Configuration-As-Code.

Preferred Qualifications

• Experience with payment processing systems or financial services.
• Knowledge of PCI policies and best practices.
• Experience building AI agent workflows, LLM based tooling, or automation pipelines.
• Experience mentoring and sharing knowledge with team members.