What are the responsibilities and job description for the IT Opearation Engineer position at Menzo?
Role Level: IT Operation Engineer
Location: Denver, CO
Key Responsibilities
Investigate and resolve L2/L3 production incidents across application, API, and database layers
Monitor system health and respond to alerts from Dynatrace, CloudWatch, and monitoring tools
Perform root cause analysis using application logs, database queries, and telemetry data
Execute operational tasks using runbooks and automated workflows
Assist in creating automation scripts for common operational tasks
Support ServiceNow incident lifecycle management including triage, updates, and closure
Work with third-party vendors and integration systems to resolve operational issues
Maintain knowledge base documentation and operational playbooks
Support data analysis for incident trends and operational improvement initiatives
Required Technical Skills & Experience
4–6 years experience in Application Support or Production Support
Experience troubleshooting telecom or digital service platforms
Strong SQL query skills for data validation and incident diagnostics
Basic familiarity with AWS services and monitoring tools
Experience using ServiceNow ticketing workflows
Exposure to log analysis, API troubleshooting, and data validation
Knowledge of scripting or automation tools is an advantage
Required Functional Skills (Telecom Domain)
Strong understanding of telecom BSS concepts including Billing, Charging, Subscription Management, and Order Management
Experience with proration, recurring charges, usage-based billing, and invoice lifecycle
Experience handling production issues related to billing discrepancies, failed activations, and subscription errors
Ability to analyse order-to-cash flows across integrated telecom systems