Job Description

Overview:

The Senior Sustainment Engineer will be responsible for ensuring optimal end-user product experiences by managing the technical resolution of sustain issues and driving continuous improvement for Automation and digital solutions/products. Sustainment Engineer will quarterback the transition of products from Hypercare to Production Support, ensuring alignment with business SLAs and operational excellence.

This role demands a strategic and tactical mindset to manage system stability, performance, and adoption while acting as the single point of contact for all sustain-related matters. Sustainment Engineer will collaborate closely with cross-functional teams, including Product, Design, Engineering, and Data Analytics, to incorporate user feedback into the product roadmap and enhance long-term value.

Senior Sustainment Engineer is expected to lead on resource onboarding, SLA management, Vendor, and SoW management.
Responsibilities:

End-User Experience & Incident ManagementServe as the primary point of contact for all sustain-related issues, ensuring timely resolution of technical problems and incidents. Champion optimal end-user product experience by proactively managing system health and performance.


Transition to SustainLead the transition of digital products from Hypercare to Production Support. Review and validate SLAs (uptime, performance, defect resolution) to ensure alignment with business needs. Estimate and scale sustain resources for future product deployments.


Operational Reporting & CommunicationDeliver regular sustain status updates to business and program leadership, including system stability, usage metrics, and change request backlog. Maintain frequent communication with leadership to shape product lifecycle strategies and balance tactical execution with strategic goals.


Cross-Functional CollaborationPartner with Product, Design, Engineering, and Data Analytics teams to incorporate user feedback into the product roadmap and drive adoption. Build trusted advisor relationships with Product Owners, TPMs, SREs, and business stakeholders. Incident, Problem & Risk Management Own and manage the Operations Incident, Problem, and Risk backlog. Collaborate with Product Managers to prioritize and schedule improvements via ServiceNow Change & Release records. Implement predictive and preventive measures to reduce mean-time-to-resolution using automation and advanced tooling.


Post-Deployment MonitoringEstablish and execute post-deployment adoption activities using a Transition to Sustain checklist. Monitor technical health and performance of digital products to ensure long-term stability.


Automation ImprovementsLead continuous improvement and upgrades of the automation platform for scalability and performance. Optimize bot functionality and infrastructure to enhance efficiency and reduce operational costs.


Governance & ComplianceConduct technical reviews and approve proposed changes, ensuring adherence to best practices. Support quarterly audits, change management, and problem management processes.


Toolset ExpertiseExecute ITSM processes and leverage tools such as ServiceNow, AppDynamics, Datadog, Full Stack technologies, and other AIOps platforms.

Qualifications:
8+ years of professional experience, with sound experience as a sustain or tech lead, specializing in Robotic Process Automation (RPA) and Microsoft technologies. Hands-on experience in UI Path, multi-bot architecture, web applications, PowerApps, Power BI, chatbots, Microsoft Azure, and RDBMS. Good Knowledge of document processing using OCR, Machine learning, Python, and Hyper automation. The ideal Sustainment Engineer will be highly quantitative, have great judgment, be able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations The Sustainment Engineer will take a pragmatic approach while working with sustain teams to resolve software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives. Exceptional business relationship skills, including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner. A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience. Excellent technical leadership skills. Excellent verbal and written communication skills * Sharp analytical abilities and proven process engineering skills