AIOps Engineer (Platform Modernization)

ECLARO; Quezon City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

ECLARO is seeking an AIOps Engineer, Platform Modernization, to automate repetitive operations using AWS, Claude Code, Bedrock, and other AI tools with initial focus on Amazon Connect.

You will transform runbooks into automated workflows, collaborate with IT Operations and Call Center, ensure production readiness, monitoring, and incident response, and document automation decisions.

Qualifications

• AI-first mindset to drive automation in IT and cloud operations.
• Experience in IT or cloud operations with emphasis on production support, monitoring and automation.
• Deep understanding of what makes a workflow worth automating and how to scope that work.
• Hands-on experience with automation and scripting to support operations and incident remediation.
• Proficiency with core AWS services and how they function.
• Experience using AI tools to build or support workflow automations and observability tools like Datadog or CloudWatch.

Responsibilities

• Collaborate with IT Operations, Call Center, and Service Desk teams to identify pain points and workflows with strong automation potential.
• Convert manual operational runbooks into executable workflows that AI agents and humans can both run.
• Use AI tools (Claude Code, Bedrock, ChatGPT, or similar) to build, test, and refine automations.
• Bring AWS knowledge to the automation process, using that judgment to vet AI-generated work, keeping aligned with best practices.
• Support automated callback flow optimization and AI agent building within the Connect environment.
• Draw on production support, incident response, and monitoring experience to shape how automations are scoped and prioritized.
• Document automation logic and decisions to support long-term ownership and knowledge transfer.

Skills

Automation

Scripting

Production support

Incident response

Monitoring

AWS knowledge

AI tooling

Education

Bachelor's degree in IT-related field

Tools

AWS

Datadog

CloudWatch

Claude Code

Bedrock

ChatGPT

Amazon Connect

Job description

DETAILS OF DUTIES AND RESPONSIBILITIES

Job Description

The AIOps Engineer, Platform Modernization builds the subagents that shift repetitive operational work from humans to automation, with an initial focus on Amazon Connect, the back end for both the call center and Service Desk, which together are driving the shift to agentic service delivery. Partnering with IT Operations and Call Center leadership, this role identifies the manual workflows worth automating and builds them out using AWS and AI tools such as Claude Code and Bedrock. The role brings an operator's eye to the build process: production support, incident response, and monitoring experience inform what gets automated and how, so automation lands where it actually reduces load, and expands to new workflows as confidence grows.

Essential Job Functions

• Collaborate with IT Operations, Call Center, and Service Desk teams to identify pain points and workflows with strong automation potential.
• Convert manual operational runbooks into executable workflows that AI agents and humans can both run.
• Use AI tools (Claude Code, Bedrock, ChatGPT, or similar) to build, test, and refine automations.
• Bring AWS knowledge to the automation process, using that judgment to vet AI-generated work, keeping aligned with best practices.
• Support automated callback flow optimization and AI agent building within the Connect environment.
• Draw on production support, incident response, and monitoring experience to shape how automations are scoped and prioritized.
• Document automation logic and decisions to support long-term ownership and knowledge transfer.

QUALIFICATION STANDARDS

Education and Certifications

• Bachelor's degree in an IT-related field or equivalent professional experience.
• AWS certification (Solutions Architect, SysOps Administrator, or higher) preferred.

Experience

• An AI-first mindset, leveraging AI tools to drive automation, modernization, and operational
• improvement.
• Experience in IT or cloud operations, with a strong focus on production support, operational
• monitoring, and automation.
• Strong understanding of operational priorities: what makes a workflow worth automating and how to scope that work.
• Deep experience using automation and scripting to support operations, incident remediation, and routine maintenance, both hand-built and AI-assisted.
• Hands-on, working knowledge of core AWS services and how they function.
• Experience using AI tools (Claude Code, Bedrock, ChatGPT, or similar) to build or support workflow automations.
• Experience using observability and monitoring platforms (Datadog, CloudWatch, or equivalent) to detect, diagnose, and improve.
• Experience with telephony or contact center platforms, particularly Amazon Connect, is a plus but not required.