Lead Technology Operations Engineer

Morningstar; Mumbai; Hybrid; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Hybrid work model

In-office four days a week

Job summary

Morningstar in Mumbai, India seeks a Lead Technology Operations Engineer to support production systems, owning end-to-end incident resolution and production readiness within a cross-functional agile team. You will collaborate with North America and Mumbai teams, perform RCA, improve monitoring, and contribute to a knowledge base while ensuring a frictionless user experience.

This role demands ownership, strong communication, and ability to handle multiple priorities.

Qualifications

• Bachelor's degree in CS or related field.
• 5+ years in Application Production L2/L3 support.
• Ability to work independently and manage multiple priorities.
• Strong troubleshooting skills and incident management knowledge.
• Experience with service desk tools (BMC Remedy, ServiceNow, JIRA, Redmine).
• Hands-on with .NET, Python, JavaScript; able to debug SQL queries and write stored procedures.
• Strong communication skills; able to work with multiple teams (end users, release managers, developers).

Responsibilities

• Support a diverse set of products and services; resolve issues and communicate outcomes to team members.
• Identify issues through research; provide timely resolutions and updates via email, chat, and tickets.
• Educate end-users on complex experiences and contribute to knowledge base.
• Make software improvement recommendations to enhance user experience and autonomy of support analysts.
• Perform RCA for critical incidents and drive preventive actions.
• Collaborate with development teams to validate code fixes for production issues.

Skills

Troubleshooting

SQL

ServiceNow

JIRA

Python

JavaScript

Stored procedures

Incident management

Education

Bachelor's Degree in Computer Science or related field

Tools

BMC Remedy

ServiceNow

JIRA

Redmine

CA Service Desk

Job description

About Role:

As an Lead Technology Operations Engineer, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems modern, reusable, and maintainable. You will be shaping the future of DBRS Morningstar’s Products and helping to make DBRS Morningstar a technology-first environment. The role will work with team members in North America and Mumbai and support DBRS Morningstar’s global offices.

Shift: US

Responsibilities Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders Research to identify issues; provide the timely resolution, and communication of outcomes to all appropriate team members. Communicate to effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences. Contribute to knowledge base for end-users and support analysts Make software improvement recommendations to enhance user experience and increase support analyst autonomy . Track, evaluate, and determine resolution approach for credit products and underlying data issues. Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution. Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary. Think strategically when it’s coming to understanding client requirements, problem-solving, and project management skills. Perform RCA for critical incidents and recurring issues to identify root causes and drive preventive actions. Collaborate with development teams to implement and validate code fixes for production issues when required.

Qualifications

A Bachelor's Degree in Computer Science or related field 5 + years of experience in Application Production L2 (Level 2) & L3 (Level 3) support. Ability to work independently and manage time and multiple concurrent priorities Ability to collaborate successfully with team members Excellent troubleshooting skills Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc. Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc. Hands-on with technologies such as .net/ python/ JavaScript/Any JavaScript framework Ability to debug SQL Queries and write stored Procedures in a relational database management system (RDBMS). Excellent communication skills – verbal, listening, reading, writing Work with multiple teams – end users, functional teams, release manager, development team.

Working Hours: US Night Shift

Nice to haves Demonstrated domain knowledge in financial/investment data, and/or analytics Working knowledge of Amazon Web Services (AWS) Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar is an equal opportunity employer

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

R11_DBRSRatingsGmbHIndia DBRS Ratings GmbH, Branch India Legal Entity

Company overview

Morningstar Development Program Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.