Platform Operations Engineer – AI-Driven Incident Response

TransPerfect Translations International; Cebu City; Sur place; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

TransPerfect Translations International is seeking a Platform Operations & Support Engineer to keep the SaaS localization platform healthy and support enterprise clients. You will manage alerts, incidents, and L1 tickets from Cebu, using AI to enhance monitoring and automation across the stack.

You will work with the Infrastructure team, leverage runbooks and Claude-powered AI, and continuously harden reliability and security while growing skills in AI tooling.

Qualifications

• Experience on the production or operations side of a multi-tenant SaaS platform.
• Able to read and reason about a runbook, not just execute it step by step.
• Comfortable making judgment calls under pressure with incomplete information.
• Fluent written English — every client communication, handoff note, and incident report is written.
• Full-time, exclusive employment.

Responsabilités

• Be a primary responder for alerts, incidents, and client tickets.
• Monitor platform health using dashboards, alerts, and log queries; investigate and resolve incidents end-to-end.
• Apply and improve documented runbooks for known incidents (service restarts, queue management, stuck jobs, certificate checks).
• Contribute to improving and hardening the infrastructure: strengthen monitoring and alerting, automate manual tasks, and raise reliability and security over time.
• Leverage AI to monitor, investigate, and enhance the platform — use and help improve our in-house Claude-powered assistant, and build better detection and diagnostics.
• Handle L1 client tickets within SLA: login and access issues, document loading, integration and API questions, workflow configuration.
• Communicate clearly with enterprise clients throughout the ticket lifecycle — acknowledge, update, and close.
• Document findings and hand off open items; surface recurring patterns to the EU team.

Connaissances

Linux/Windows

Cloud (Azure)

Networking

Databases

Caching (Redis)

IIS

Elasticsearch

CI/CD

Outils

GitLab CI

Octopus

Description du poste

TransPerfect Translations International is seeking a Platform Operations & Support Engineer to keep the SaaS localization platform healthy and support enterprise clients. You will manage alerts, incidents, and L1 tickets from Cebu, using AI to enhance monitoring and automation across the stack.

You will work with the Infrastructure team, leverage runbooks and Claude-powered AI, and continuously harden reliability and security while growing skills in AI tooling.