The Operational Readiness Engineer serves as the primary technical advisor for the organization's most strategic clients. This role is responsible for ensuring clients are operationally successful throughout their lifecycle by providing proactive guidance, technical consultation, operational readiness planning, escalation leadership, and strategic technology alignment.

Unlike traditional support roles, the Operational Readiness Engineer does not primarily function as a ticket resolver. Instead, this role serves as a consultative partner who understands the client's business objectives, technology landscape, operational workflows, and strategic initiatives while coordinating resources across Service Delivery, Product Support, Engineering, Operations, and Product Management.

The Operational Readiness Engineer acts as the client's trusted technical advocate, helping identify operational risks, improve technology adoption, coordinate major initiatives, and ensure long-term operational success.

Job Duties and Responsibilities:

Strategic Client Technology Partnership - 40%

• Develop and maintain deep knowledge of client environments, integrations, products, and operational workflows.
• Establish trusted relationships with client-facing and operational stakeholders.
• Conduct regular technology health reviews.
• Act as a trusted advisor for operational teams/clients on technology adoption and support best practices.
• Align client operational goals with platform capabilities and roadmap initiatives.
• Identify opportunities to improve operational efficiency and platform utilization.
• Act as the voice of the client within internal technology and product discussions.

Operational Readiness and Change Management - 20%

• Conduct operational readiness reviews for implementations, conversions, integrations, and major releases.
• Validate support readiness, escalation procedures, monitoring, documentation, and support models.
• Coordinate readiness activities across Service Delivery, Product Support, Engineering, and Operations.
• Facilitate transition from implementation to steady-state support.
• Develop and maintain client-specific operational runbooks and support plans.
• Establish and manage Hypercare plans for major client initiatives.

Escalation and Incident Leadership - 20%

• Serve as the primary technology lead during critical client incidents.
• Coordinate cross-functional response teams.
• Facilitate incident bridges and stakeholder communications.
• Ensure timely executive updates and client communications.
• Drive issue resolution accountability across teams.
• Participate in post-incident reviews and operational improvement planning.

Client Technology Health and Advocacy - 20%

• Monitor client technology trends and recurring issues.
• Analyze ticket volume, escalation frequency, incident patterns, and support demand.
• Identify operational risks and develop mitigation plans.
• Recommend process improvements and monitoring enhancements.
• Lead recurring client technology reviews.
• Develop client-specific health indicators and reporting.
• Advocate for strategic client needs and priorities.
• Assist with prioritization discussions affecting strategic clients.
• Ensure alignment between client expectations and internal delivery capabilities.

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor's degree or equivalent combination of education and experience
• 5-7 years of work-related experience
• Enterprise application support
• System integrations and data flows
• Incident management
• Service Delivery frameworks
• Operational readiness planning
• Root cause analysis methodologies
• Monitoring and observability concepts
• Strategic thinking
• Facilitation and coordination
• Escalation management
• Consultative problem solving
• Cross-functional leadership

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.