Staff Operations Engineer

Houghton Mifflin Harcourt; Pune District; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Houghton Mifflin Harcourt is seeking a Senior Staff Operations Engineer to join the Tier 3 customer support team. You will own platform applications, work with development and support teams, and ensure a responsive, reliable service for customers in a dynamic IT environment.

The role requires an engineering background, 8–14 years' experience, and strong API, CI/CD, and deployment expertise, with knowledge of Kubernetes, Java, and modern web app architectures.

Qualifications

• Associate Degree level education.
• 8–14 years in an Engineering environment with software development and application support.
• Strong understanding of APIs and how applications integrate with them.
• Hands-on experience deploying applications and supporting deployed environments.
• Experience with Kubernetes and/or GitHub Actions, CI/CD and deployment workflows.
• Experience with Java or Java frameworks.
• Strong web app development skills including API integrations and modern architectures.
• Familiarity with Agile, Kanban and ITIL processes; Jira and Confluence.
• Familiarity with AI tools used in the software development lifecycle.

Responsibilities

• Serve as primary owner for support of key platform applications.
• Interface with development and support teams to provide responsive, reliable service.
• Collaborate with offshore and onsite teams to identify trends and solutions.
• Support and improve IT operations and customer-facing services.

Skills

APIs

CI/CD

Java

Web apps

Agile

ITIL

AI tools

Education

Associate Degree

Tools

Kubernetes

GitHub Actions

Jira

Confluence

Job description

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HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

At HMH we are looking for experienced Staff Operations Engineer to join our team of support professionals in our Tier 3 customer support team. This is a team of engineers and operations specialists, within our Technology Solutions Group, working alongside software development, QE and Data Science teams.

We are looking for candidates who have a strong technical background, and a customer-focused approach to managing and solving problems for our customers. Working in a customer issue support team, you will focus on :-

• ETL, cross-DB data analysis & scripting
• App log tracking, app monitoring and performance analysis
• Working across engineering development teams to identify key trends and help develop solutions to known problems.

The Senior Support Engineer is the primary owner for support of our key platform applications, working with a diverse Software Development organization comprising onsite development staff and offshore support teams. We expect you to interface directly with development and support teams, and operate independently in that environment, as well as working with our customer-facing teams to ensure we provide a responsive, reliable support service.

Requirements:

• Educated to Associate Degree level
• 8 to 14 years of experience in an Engineering environment. Experience in software development & application support
• Experience in software and/or database development:
• Required:
• Strong understanding of APIs, including how applications integrate with and consume APIs
• Hands-on experience deploying applications and supporting/managing them in deployed environments
• Experience with Kubernetes and/or GitHub Actions, including CI/CD and deployment workflows
• Experience with Java or Java frameworks, would be an advantage working alongside Java development and maintenance teams
• Strong understanding of modern web application development, including component-based frontend development, APIs, system integrations and modern application architecture
• Familiarity with containerised applications and modern software delivery practices
• Experience working with Agile, Kanban and/or ITIL processes and tools such as Jira and Confluence
• Familiarity with AI tools and concepts used within the software development lifecycle

The Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges. Our professionals will have business relevant skills to connect our HMH partners to technologies that propel the businesses to deliver the greatest value for HMH and our customers.

We are building a team of IT professionals with an insatiable appetite to learn, a relentless focus on customer service, a technological curiosity toward future possibilities, and a creativity in solving business challenges with leading technologies. Our team will find ways to work together, create a sense of community where it’s safe to take risks and learn together, develop our careers, and all have an opportunity to work on new technologies. We will work together, learn together and have fun together. As a team, we will lead HMH’s digital transformation.

Job Segment: Curriculum, Education, Customer Service