DevOps Support Technician

Skills at this level

Alert Triage

— Acknowledges and assesses incoming production alerts against runbooks, confirming service state from metrics and logs, and decides whether to resolve, act or escalate based on the alert type and severity.

Incident Logging & Ticketing

— Records incident actions, timestamps and outcomes in the ticketing system so cases can be handed off, tracked and reviewed, keeping the operational record complete and accurate.

Runbook Execution & Maintenance

— Follows documented step-by-step responses for known failures, and corrects or authors runbook steps as the environment changes so procedures stay usable by the whole team.

Operations Scripting

— Writes and adjusts small automation scripts in Python and Bash to remove repetitive operational chores such as restarts, log rotation and failover steps.

Observability Configuration

— Adds and tunes metrics, logs, traces and dashboard panels in Prometheus, Grafana, Datadog and New Relic so service health is visible and alerts are actionable rather than noisy.

Alert Tuning

— Investigates false positives and alert noise, adjusting thresholds and routing so on-call engineers receive signals that require action instead of churn.

Container Operations

— Operates containerized production services using Docker and Kubernetes — checking pod state, restarts and rollouts — at a depth appropriate to keeping running services healthy.

Cloud Platform Operations

— Performs routine operational tasks on AWS, Azure or GCP such as checking service status, resource health and access, applying documented procedures within one or more platforms.

Infrastructure-as-Code Changes

— Applies safe, pattern-following changes to infrastructure using Terraform and configuration management (Ansible, Chef) for existing services under established conventions.

CI/CD Pipeline Support

— Runs and adjusts deployment pipelines in GitLab CI/CD and Azure DevOps to test automation and support reliable releases of operational tooling.

Incident Response Coordination

— Directs the operational tasks within a live incident — assigning diagnostic checks, tracking progress and updating stakeholders — until the service is restored and the case closed.

Root-Cause Investigation

— Reasons from metrics, logs and traces to isolate the probable cause of a non-routine failure where the runbook is silent, and applies a defensible remediation.

Operational Procedure Design

— Creates new triage methods, runbook standards and automation frameworks for novel classes of reliability incidents where no established procedure exists.

On-Call Facilitation

— Sets and coaches escalation practices for the on-call rotation, guiding less experienced engineers through triage and diagnostic technique as a working lead.