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Technical Operations Engineer (Software Ops)
Ascenda Loyalty
ManilaHybrid2mo ago
- Employment
- Full-time
About the role
- Monitor critical business and system processes to ensure smooth operations
- Identify, resolve, or escalate issues in a timely manner to prevent SLA breaches
- Support day-to-day operations alongside service agents and internal teams
- Investigate application issues across APIs, services, and integrations
- Analyze logs, metrics, and system behavior to identify root causes
- Work closely with Product, Business, and Engineering teams to drive resolution
- Communicate effectively with internal stakeholders and external partners/vendors
- Coordinate with cross-functional teams to ensure timely mitigation and resolution within SLAs
- Support incident communications and stakeholder updates during live incidents
- Participate in post-incident reviews and follow up on action items
- Build and maintain dashboards using Grafana to monitor system and business metrics
- Set up alerts and interpret metrics to proactively detect issues
- Assist in developing internal tools to automate workflows and improve operational efficiency
- Collaborate with business stakeholders and technical SMEs during incidents and ongoing operations
- Contribute to a centralized view of system and process health
- 3-5 years of experience exposure in QA, Software Development, Technical Operations, or Incident Management (preferably in SaaS environments)
- Foundational mastery of system architecture, APIs, and data flows, combined with strong critical thinking to analyze and troubleshoot complex environments
- Proficient in monitoring and observability tools (e.g., Grafana, Datadog, Graylog) to build dashboards, set alerts, and interpret performance metrics
- Skilled in data reconciliation (Excel) and technical tools including SQL, Python, and logging/mailing platforms like Loki and Mailgun
- Agile troubleshooter capable of debugging complex systems in fast-paced environments and communicating technical issues clearly to diverse stakeholders
- Resilient and calm under pressure, with full availability for 24/7 global support and shift rotations
- Strong alignment with Ascenda’s core values of growth mindset, hands-on ownership, supportive collaboration, and radical simplicity
- Interest in SRE concepts and incident management (observability and monitoring), with a desire to develop an SRE mindset through hands-on experience with production systems and reliability practices
- High growth environment & exponential career development
- Mobile & flexible work environment
- WFH office equipment allowance
- Medical insurance coverage
- Employee recognition programs
- Competitive compensation
- Travel perks & Employee rewards
Perks & benefits
- Medical Insurance
- Home Office Budget
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