Operations Engineer

About Byte Byte is an Australian-owned Managed Service Provider (MSP) delivering IT services that help organisations modernise how people work. We use technology to empower individuals to achieve more, every day. What We Are Looking For We are seeking a proactive and technically capable Operations Engineer to join Byte's Managed Services team in India. This role is responsible for monitoring, maintaining, and supporting customer infrastructure and cloud environments in a 24x7 operational support environment, ensuring services remain secure, available, and performing to agreed service levels. You will investigate and resolve incidents, manage operational activities such as monitoring, patching, backups, change implementation and configuration management, and play a key role in maintaining the stability and reliability of our customers IT services. The ideal candidate has strong Microsoft infrastructure and cloud experience, a structured approach to problem-solving, and the ability to work both independently and collaboratively to deliver high-quality customer outcomes while maintaining accurate records and following ITIL-aligned operational processes. What You Will Be Doing Proactively monitor client environments using RMM and monitoring platforms such as N-central, assessing, categorising, and responding to events based on business impact, service risk, and operational priority. Escalate events into incidents based on impact, urgency, scope, and service level requirements, ensuring stakeholders are informed and service risks are appropriately managed. Perform technical investigation and diagnosis of incidents, identifying probable causes and executing remediation activities within delegated authority and technical capability. Prioritise and manage multiple concurrent incidents, escalating to senior engineers, service management, or specialist teams where restoration objectives may be at risk. Analyse alerts, logs, performance metrics, and monitoring data to determine service health, identify potential incidents, and initiate appropriate actions. Investigate recurring events and operational trends, gathering evidence and system data to support root cause analysis, problem management, and continuous service improvement. Administer and maintain patch management activities across assigned client environments, including validation, exception management, and remediation of failures. Monitor and manage backup operations to ensure successful completion, integrity, and recoverability of protected data, coordinating remediation as required. Manage service requests and approved changes in accordance with Byte's ITIL-based processes, ensuring compliance with change controls and operational standards. Maintain accurate configuration records, operational documentation, knowledge articles, and investigation notes to support audit, reporting, knowledge management, and customer governance requirements. Work Model and Shift Hours Full-time, remote role 42 hours per week, operating on a 24/7 rotating roster 5 working days per week with a Monday–Sunday rotation Rotating shift schedule, including occasional night shifts Occasional after-hours work as part of incident and escalation support Shift Timings ( India Time): 06:00 am – 14:00 pm 14:00 pm – 22:00 pm 22:00 pm – 06:00 am Benefits @ Byte Flexible Work Arrangement - This is a full-time remote role Professional Development & Training Career Growth Overnight Allowances Wellbeing & Volunteer Leave