Operations Support Engineer

Vodacom Johannesburg, Gauteng, South Africa

Operations Support Engineer

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Job Purpose / Business Unit

The job role for Operations Support Engineer is : To ensure operational excellence across all production systems supporting Big Data and Machine Learning platforms. This role is responsible for maintaining system reliability, managing incidents, changes and delivering ITIL-aligned support services to ensure seamless platform performance and user satisfaction.

Responsibilities

• Monitor and maintain the health of production data and ML pipelines, platforms, and services.
• Perform root cause analysis and resolution of production incidents.
• Manage and coordinate incident response, escalation, and communication.
• Ensure timely resolution of support tickets and service requests.
• Implement and manage ITIL processes including Incident, Problem, Change, and Release Management.
• Maintain service documentation, runbooks, and operational procedures.
• Participate in CAB reviews and ensure compliance with change protocols.
• Drive continuous improvement initiatives to enhance system reliability and performance.
• Collaborate with DevOps, MLOps, and Platform Engineering teams to automate operational tasks.
• Track and report on SLAs, SLOs, and KPIs for operational services.
• Set up and maintain monitoring, alerting, and logging systems.
• Ensure visibility into system performance and proactively identify issues.
• Support observability tooling and dashboards for platform health.
• Act as the first point of contact for production-related issues.
• Liaise with internal teams and external vendors to resolve operational challenges.
• Provide regular updates and reports to leadership on operational status and risks.

Core Competencies, Knowledge, and Experience

Benefits

Closing date for applications : 06 November 2025.

The base location for this role is Vodacom, Midrand Campus.

Vodacom is an Equal Opportunities employer. We actively encourage and welcome people with various disabilities to apply. Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

Employment type : Full-time. Seniority level : Not Applicable. Job function : Other. Industries : Information Services, IT Services and IT Consulting, Telecommunications.

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