Operations Support System Engineer

On-site Full-time Not specified Operations

Job Description

About MegaportWe're not your typical tech company - and we don't want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We're publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 600 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun. Our Team CultureWe're a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here - collaboration beats hierarchy, curiosity fuels our growth, and everyone's voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do. We're committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don't meet every requirement? That's okay.

We're committed to increasing representation in the tech industry and welcome applicants from all backgrounds.

Your Role

Megaport is looking for an experienced, hands on engineer in OSS and operations automation. This is a new role within Megaport's operations department. The purpose of the role is to continue managing our monitoring and customer support systems, implement synergies with existing tools, and develop automation for day to day work. Your customers are the front line support team, CS / TSE / NOC, Network Operations Engineering and Production Development Engineering teams.

To be successful in this role, you will need to be experienced in relevant technologies, have excellent interpersonal skills, be able to project manage dependencies across technical departments and lead the implementation of operations tools/automation strategy.

We are looking for someone excited to lead the development of this capability. There is an abundance of high value opportunities in this space for Megaport. Proven experience in designing, implementing and maintaining OSS tools is a must. The ideal candidate would have a genuine interest in analysing measurable operations work activity, exploring opportunities to develop systemic automations and managing the design and implementation of the identified opportunities.

What You'll Be Doing

Business Analysis, Solution Architecture & Stakeholder Engagement

• Requirements Elicitation & Scoping: Partner with operations managers, business units, and key stakeholders to capture, analyse, and refine operational and network requirements into detailed Business Requirements Documents (BRDs), Epics, User Stories, and Acceptance Criteria (BDD/Gherkin).
• Architecture & Executive Sign-off: Collaborate with internal technology teams to architect scalable end to end solutions; present technical proposals and delivery roadmaps to Business Unit leadership for sign off.
• Technical-Business Bridge: Translate complex network operational data and technical findings into actionable business insights, workflow models, and operational improvements.

End-to-End Delivery & Platform Management

• Lifecycle Ownership: Own solution delivery from concept to production-including solution design, project management, implementation, QA testing, and release management.
• Cloud Infrastructure & System Integration: Design, deploy, and maintain resilient application capabilities across Linux and AWS, leveraging REST APIs, Message Bus architectures, OAuth, and webhooks.
• Process Improvement & QA Strategy: Identify operational bottlenecks, design UAT procedures and test strategies, automate manual tasks, and ensure platform scalability, reliability, and security.
• Open-Source Monitoring Management: Deploy, maintain, and optimise openware observability stacks (Prometheus, Grafana, OpenNMS, Nagios, and alerta.io / Alertmanager) to modernise and replace legacy commercial monitoring suites.
• Proactive Assurance & Telemetry: Configure streaming telemetry, SNMP, MIBs, and automated alert thresholds across network elements and cloud applications to ensure rapid failure detection.
• Incident Escalation & RCA: Provide Level 3 troubleshooting and root-cause analysis (RCA) to resolve complex operational, network, and system incidents.
• Custom Development & CI/CD: Build and support solutions within Salesforce Service Cloud utilising Apex, LWC, SOQL/SOSL, Agentforce 360, and Data Cloud, backed by GitHub-based CI/CD pipelines.
• Platform Administration: Administer security models (Roles, Profiles, Permission Sets, FLS, MFA/SSO), declarative automations (Salesforce Flow), custom objects, and data governance.
• BI Dashboards & Reporting: Design, build, and maintain executive reports and interactive dashboards in Power BI and Salesforce to drive data-informed decision-making.
• Jira Space & Project Administration: Configure and manage Jira spaces, issue types, custom workflows, field configurations, screen schemes, and permission models across operational teams.
• Workflow Automation: Build and maintain native Jira Automation rules, custom JQL filters, and webhooks to streamline cross-team routing, SLA tracking, and operational handoffs.

Governance, Lifecycle & Operational Support

• Knowledge Base Authoring: Create and maintain technical specifications, architecture diagrams, API docs, and operational playbooks in Confluence.
• Vendor Management & Cost Optimisation: Partner with third-party vendors and partners to manage product lifecycles, integrate external systems, and optimise system costs.
• On-Call Support: Participate in scheduled on-call rotations and maintain flexible working hours to support critical incidents and maintain system uptime.