Operations Support System Engineer

Latitude.sh is looking for an experienced, hands-on engineer in OSS and operations automation. This is a new role within the operations department. The purpose of the role is to continue managing our monitoring and customer support systems, implement synergies with existing tools, and develop automation for day-to-day work. Your customers are the front-line support team, CS / TSE / NOC, Network Operations Engineering and Production Development Engineering teams.

Responsibilities

Requirements Elicitation & Scoping: Partner with operations managers, business units, and key stakeholders to capture, analyse, and refine operational and network requirements into detailed Business Requirements Documents (BRDs), Epics, User Stories, and Acceptance Criteria (BDD/Gherkin); Architecture & Executive Sign-off: Collaborate with internal technology teams to architect scalable end-to-end solutions; present technical proposals and delivery roadmaps to Business Unit leadership for sign-off; Technical-Business Bridge: Translate complex network operational data and technical findings into actionable business insights, workflow models, and operational improvements; Lifecycle Ownership: Own solution delivery from concept to production—including solution design, project management, implementation, QA testing, and release management; Cloud Infrastructure & System Integration: Design, deploy, and maintain resilient application capabilities across Linux and AWS, leveraging REST APIs, Message Bus architectures, OAuth, and webhooks; Process Improvement & QA Strategy: Identify operational bottlenecks, design UAT procedures and test strategies, automate manual tasks, and ensure platform scalability, reliability, and security; Open-Source Monitoring Management: Deploy, maintain, and optimise openware observability stacks (Prometheus, Grafana, OpenNMS, Nagios, and alerta.io / Alertmanager) to modernise and replace legacy commercial monitoring suites; Proactive Assurance & Telemetry: Configure streaming telemetry, SNMP, MIBs, and automated alert thresholds across network elements and cloud applications to ensure rapid failure detection; Incident Escalation & RCA: Provide Level 3 troubleshooting and root-cause analysis (RCA) to resolve complex operational, network, and system incidents; Custom Development & CI/CD: Build and support solutions within Salesforce Service Cloud utilising Apex, LWC, SOQL/SOSL, Agentforce 360, and Data Cloud, backed by GitHub-based CI/CD pipelines; Platform Administration: Administer security models (Roles, Profiles, Permission Sets, FLS, MFA/SSO), declarative automations (Salesforce Flow), custom objects, and data governance; BI Dashboards & Reporting: Design, build, and maintain executive reports and interactive dashboards in Power BI and Salesforce to drive data-informed decision-making; Jira Space & Project Administration: Configure and manage Jira spaces, issue types, custom workflows, field configurations, screen schemes, and permission models across operational teams; Workflow Automation: Build and maintain native Jira Automation rules, custom JQL filters, and webhooks to streamline cross-team routing, SLA tracking, and operational handoffs; Knowledge Base Authoring: Create and maintain technical specifications, architecture diagrams, API docs, and operational playbooks in Confluence; Vendor Management & Cost Optimisation: Partner with third-party vendors and partners to manage product lifecycles, integrate external systems, and optimise system costs; On-Call Support: Participate in scheduled on-call rotations and maintain flexible working hours to support critical incidents and maintain system uptime

Requirements

Proven experience in designing, implementing and maintaining OSS tools is a must; 8–10+ Years of Experience in IT, Telecommunications, or Cloud Systems Engineering within hybrid Business Systems Analysis, OSS/BSS, Salesforce, and Atlassian administration roles; Demonstrated ability to work independently within distributed teams, participate actively in Agile frameworks, and manage multi-stakeholder engagements; Certifications in Salesforce or Atlassian, Business Analysis & Agile, Cloud & Analytics and Telecom & Network Frameworks; Expertise modelling As-Is and To-Be operational workflows, performing gap analysis, and building specs using Lucidchart, Visio, Jira, and Confluence; Hands-on experience constructing dashboards, JQL filters, gadget views, and KPI metrics in Power BI, Salesforce Reports, and Jira; Hands-on experience with open-source monitoring and alerting tools including Prometheus, Grafana, Alerta (alerta.io), Alertmanager, OpenNMS, and Nagios; Solid understanding of Network Management Systems (NMS), SNMP, MIBs, streaming telemetry, MPLS and AWS networking platforms; Deep knowledge of Salesforce Service Cloud, Flow Builder, Data Loader, AppExchange, Omni-Channel, and security controls; Practical experience with Apex, Triggers, Lightning Web Components (LWC), SOQL, SOSL, Data Cloud, and Agentforce 360; Hands-on release management using DevOps Centre, Change Sets, and GitHub-based CI/CD pipelines; Advanced skills in native Jira Space administration, custom workflow/scheme design, Jira Automation rules, webhooks, and advanced JQL; Strong coding skills in Python and Shell scripting; proficiency in Groovy, JavaScript, Node.js, Vue, and working knowledge of Perl; Hands-on experience querying and managing PostgreSQL, MongoDB, and MySQL; Functional knowledge of AWS cloud services, Linux sysadmin, and Infrastructure as Code (IaC) tools

Benefits

Paid Time Off; Competitive Compensation; Wellhub (former Gympass); Sulamérica Health Care Insurance; Annual Bonus based on company and team performance; Work Anniversary bonus; Flexible work hours