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Zia & Rabia Bhatti Foundation (ZRBF), based in Islamabad, Pakistan, is seeking a highly skilled Senior Engineer DevOps & Support to lead the deployment, operation, and support of Maktab, a unified platform combining student records, ERP, classroom management, and an AI tutor. This full-time role requires a professional with extensive experience in DevOps and infrastructure management, particularly on AWS, to transition Maktab from its MVP phase to a robust, scalable production system capable of supporting 100,000 students. The successful candidate will ensure the platform remains secure, reliable, cost-efficient, and user-friendly while playing a fundamental role in scaling ZRBFs innovative educational technology platform.
This position reports to the Tech Lead and includes managing a team of five. The Senior Engineer will act as the primary contact for end-users, including students, teachers, and administrative staff, providing support, resolving issues, and building a mature support function. In collaboration with academic and operational colleagues, the engineer will contribute to the evolution of platform features and infrastructure, ensuring operational excellence and continuous improvement in service quality. This role demands a proactive, self-driven individual who thrives in a high-standard environment and has strong expertise in AWS, containerization, infrastructure as code, monitoring, and user support in an educational technology context.
Responsibilities
- Lead the build-out, deployment, and continuous operation of the Maktab platform across AWS primary and standby regions, adhering to the defined architecture and scalability requirements.
- Provision and manage containerized application services, relational databases including PostgreSQL replication, file storage, search indexing, network configuration within AWS VPCs, and associated security groups and access controls.
- Implement and routinely test backup, failover, and disaster recovery strategies, ensuring recovery point objectives (RPO) and recovery time objectives (RTO) are met or exceeded through failover drills and system restorations.
- Manage identity and access infrastructure, including student and staff authentication via Keycloak, secure administration of environment access, secrets management, and key rotation protocols to maintain platform security.
- Develop and maintain comprehensive observability tools covering monitoring, logging, alerting, and dashboard creation aligned with service level objectives (SLOs), define on-call practices, and maintain detailed incident response runbooks.
- Construct and operate infrastructure as code-based CI/CD pipelines for development, staging, and production environments to guarantee reproducible and auditable deployment cycles.
- Oversee integration and maintenance of third-party services, including managing Large Language Model (LLM) API integrations for the AI tutor to optimize availability, latency, quotas, and costs.
- Monitor, analyze, and control AWS expenditures while strategizing scalability and conducting A/B testing to support growing user enrollment, ensuring cost-effective platform expansion.
- Maintain rigorous platform security policies, applying timely patches and security configurations to protect sensitive student and financial data against unauthorized access or breaches.
- Serve as the frontline support contact for students, teachers, and administrative personnel by efficiently triaging issues, resolving user-reported problems, and escalating product or infrastructure defects with clear and reproducible information.
- Establish and grow a structured user support function, developing workflows, ticketing systems, knowledge bases, service level agreements, and user training programs to enhance onboarding and satisfaction.
- Collect and analyze recurring user challenges and feedback to inform ongoing product development, infrastructure improvements, and support strategies.
- Recruit, mentor, and manage a support team of five specialists, scaling the group appropriately as the platform user base expands.
- Collaborate closely with the Tech Lead and engineering teams to ensure seamless release readiness, maintain environment stability, and meet operational requirements for new platform features.
- Contribute to the refinement of engineering standards and best practices by participating in architecture reviews, code inspections, and technical documentation development.
- Partner with academic and operational stakeholders to translate their requirements into reliable, user-friendly, and well-supported platform features and components.
Skills
Zia & Rabia Bhatti Foundation
Zia & Rabia Bhatti Foundation (ZRBF) Pakistan operates as a public limited company (not for profit) under the Companies Act 2017, focusing on impactful initiatives in education and healthcare sectors. Our foundation is devoted to uplifting communities through compassionate initiatives in education and healthcare. We believe that every individual deserves access to quality learning and essential health services. Our healthcare programs focus on creating awareness, offering free screenings, and supporting treatment for women’s health issues, helping thousands lead healthier lives. In education, we strive to open doors of opportunity by improving school facilities, integrating technology into classrooms, and providing financial support to deserving students. Guided by a deep sense of social responsibility, we work hand in hand with communities to build a future where education and good health are within everyone’s reach.
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