Description
Location: Atlanta
The IT Operations Engineer keeps RELEX's internal IT environment running reliably: resolving technical issues, owning platforms and tooling, supporting the ITAM function, contributing to automation, and ensuring the organization receives consistent, high-quality service.
Engineers in this role are expected to understand systems deeply, not stop at the ticket in front of them. We expect problem-solving, self-direction, and technical curiosity.
Join us as an IT Operations Engineer, and this is some of what you’ll be doing:
Technical issue resolution
- Resolve IT issues across hardware, software, platforms, connectivity, and access. Fix root causes, not just symptoms.
- Handle escalations from the IT Ops agent and from first-line colleagues, with full context and without passing problems on unresolved.
- Work alongside the IT Ops agent: handle what it escalates, give feedback on its handling quality, and flag patterns that should be automated.
- Cover first-line support as needed while agent capability develops. Treat this as a transitional responsibility, not the definition of the role.
Platform and tooling ownership
- Own one or more IT platform areas, covering configuration, maintenance, compliance, and change management. Specific platforms will be agreed with the team after summer 2026.
- Keep owned platforms healthy: compliant with security standards, up to date, and free of recurring incidents that could be prevented.
- Manage changes through the change management process, with appropriate testing and documentation.
IT Asset Management (support)
ITAM owns the function. Reliable, day-to-day execution in the US has been a gap, and this role closes it: keeping local asset records accurate and policy enforced, in support of ITAM rather than in place of it.
- Keep local hardware and software asset records accurate: log new devices, licenses, and subscriptions as they enter the estate, and flag discrepancies to ITAM.
- Support onboarding and offboarding from an asset perspective: confirm devices and licenses are issued, reclaimed, and reconciled on time.
- Enforce ITAM policy in day-to-day work: no unregistered hardware, no untracked software installs, no gaps between what is deployed and what is recorded.
- Reconcile local records against endpoint management and identity data on a regular cadence, and escalate mismatches to ITAM rather than resolving them independently.
- Flag license or hardware over-provisioning and under-provisioning as it is spotted, so ITAM can act on it.
- Act as the local point of contact for ITAM-related questions and issues in the US, escalating anything requiring vendor or contract action to the ITAM team.
Automation and improvement
- Identify opportunities to reduce manual effort in your own work and across the team, and implement or propose automation to address them.
- Contribute to the IT Ops agent's development: surface use cases, test behaviour, and help it handle more volume over time.
- Build and maintain runbooks, scripts, and tooling that make the team more efficient and less dependent on individual knowledge.
Knowledge and documentation
Documentation is not simply good practice, it is what the agent draws on to handle work autonomously. Knowledge that is not written down is knowledge the agent cannot use.
- Link every resolved issue to an existing knowledge article, or write one if it does not exist. Knowledge should land in the Confluence structure the team is building, where it can actually be found.
- Take ownership of your own development. Identify where your technical depth is thinner and work to close those gaps. Raise development needs proactively.
- Share knowledge actively with colleagues who are earlier in their development.
We're Looking for:
- Problem-solving: You dig into root causes and do not close a ticket until the underlying problem is addressed or properly handed over.
- Self-awareness: You know what you know and what you do not. You ask for help when needed and flag risks before they become incidents.
- Technical curiosity: You want to understand the platforms you own at a deeper level than the task in front of you requires.
- Ownership: You see what needs improving and act on it without waiting to be told. That includes keeping asset and platform records accurate, not letting them drift.
Key Metrics for Success:
- Solid technical foundation across IT infrastructure: operating systems, networking fundamentals, M365, identity and access, and SaaS platform administration.
- Scripting and automation capability: able to write scripts to automate routine tasks independently. Specific languages to be agreed with the team.
- Comfortable owning and administering IT platforms end to end.
- IT asset management familiarity: comfortable keeping asset records accurate and following asset policy day to day, escalating vendor and contract matters to ITAM.
- Strong troubleshooting instincts: knows when to go deeper and when to escalate.
- Clear written communication: documentation and knowledge articles are readable and useful to others.
- Works well independently and manages own workload without close supervision.
RELEX key benefits
- Flexibility in how and where you work
- Room to thrive in a fast-growing global company with a good market position
- Practical benefits that support work, family, wellness, and everyday life
- Annual leave
- Diverse, inclusive, and supportive work culture
- Work that meaningfully reduces waste and improves sustainability
- Ownership, autonomy and flat hierarchies
- Two paid volunteering days each year
About RELEX:
RELEX Solutions delivers a unified supply chain planning platform for retailers and manufacturers, enabled by proven AI technology. We help companies optimize demand forecasting, replenishment, merchandising, pricing and promotions, supply chain operations, and production planning across the end-to-end value chain.
With a global team of over 2,000 professionals, we work side-by-side with our customers to solve real problems with lasting impact. Companies trust RELEX to increase product availability, boost sales, deliver actionable insights, improve sustainability, and drive profitable growth. Join us and make an impact on the world and your career!
Being part of RELEX means being heard, feeling valued and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We’re creating and evolving our culture to welcome everyone and value every idea.
RELEX Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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