Application /Production Support

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking an experienced Production Support professional to act as the primary L1/L2 contact for digital platforms, e-commerce, and customer-facing services.

The role involves monitoring incident queues, triaging issues, and coordinating with stakeholders to resolve outages. The ideal candidate will have strong AWS knowledge, experience with observability tools, and familiarity with SRE principles.

Qualifications

• 5+ years in Application Support/Production Support/TechOps.
• Strong knowledge of AWS cloud services and operational support.
• Experience with digital platforms, ecommerce, or customer-facing apps.
• Familiarity with logs and monitoring tools (Datadog, New Relic, Dynatrace).
• Understanding of SRE principles and incident management.

Responsibilities

• Act as primary L1/L2 support contact for digital platforms, ecommerce, and customer services.
• Monitor incident queues, SLAs, and support tickets.
• Lead incident triage, troubleshooting, escalation, and resolution activities.
• Perform impact assessment and coordinate during service disruptions.
• Support incident management and facilitate communication during outages.
• Conduct post-incident reviews and root cause analysis (RCA).
• Develop and maintain runbooks, procedures, and knowledge base articles.

Skills

AWS

Cloud-native

Observability

APIs & microservices

ITSM tools

Incident mgmt

Log analysis

SRE practices

Communication

Automation

Tools

Datadog

New Relic

Dynatrace

AppDynamics

Grafana

CloudWatch

Elasticsearch

Kibana

Splunk

Jira Service Management

ServiceNow

Job description

Production Support & Incident Management

• Act as the primary Ll /L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.
• Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.
• Lead incident triage, troubleshooting, escalation, and resolution activities.
• Perform impact assessment and coordinate with relevant stakeholders during service disruptions.
• Support incident management activities and facilitate communication during critical outages.
• Conduct post-incident reviews and root cause analysis (RCA) to prevent recurrence.
• Develop and maintain operational runbooks, support procedures, and knowledge base articles.

System Monitoring & Reliability

• Monitor application, infrastructure, and business service health using observability and monitoring tools.
• Analyse system performance, availability, error trends, and capacity utilization.
• Configure and tune alerts to reduce noise and improve operational visibility.
• Collaborate with engineering teams to improve system reliability and operational resilience.
• Support Site Reliability Engineering (SRE)practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

• Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.
• Perform first-level troubleshooting on:
  • Compute services (EC2, ECS, Lambda)
  • Networking
  • Load Balancers
  • CDN services
  • Storage services
• Investigate infrastructure-related issues affecting application performance or availability.
• Support deployment verification and post-release monitoring activities.

Application & Integration Support

• Troubleshoot application issues across web, mobile, APIs, and middleware platforms.
• Analyse application logs, monitoring data, and system traces to identify root causes.
• Support integrations with external systems, partners, payment gateways, and other enterprise platforms.
• Work closely with L3 to reproduce issues and validate fixes.
• Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

• Identify recurring incidents and operational inefficiencies.
• Drive automation opportunities to reduce manual effort and repetitive support activities.
• Recommend improvements to monitoring, alerting, deployment processes, and support workflows.
• Contribute to operational excellence initiatives and service reliability improvement s.

Stakeholder & Vendor Management

• Collaborate with internal teams, external vendors, and partners across different geographies and time zones.
• Communicate effectively with technical and non-technical stakeholders.
• Provide timely updates during incidents and service disruptions.
• Participate in operational reviews, governance meetings, and service improvement discussions.

Required Skills & Experience Technical Skills

• 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.
• Strong knowledge of AWS cloud services and operational support.
• Good understanding of cloud-native application architecture.
• Experience supporting:
  • Digital platforms
  • E-commerce systems
  • Customer-facing web applications
  • Mobile applications
• Knowledge of CDN technologies and content delivery architecture.
• Experience with monitoring and observability platforms such as:
  • Datadog
  • New Relic
  • Dynatrace
  • AppDynamics
  • Grafana
  • CloudWatch
• Familiarity with APM (Application Performance Monitoring) concepts.
• Understanding of SRE principles and operational best practices.
• Strong knowledge of:
  • APIs
  • Microservices
  • Web services
  • System integrations
  • Authentication and authorization flows
• Experience using ticketing and ITSM platforms(Jira Service Management, ServiceNow, etc.).
• Understanding of Incident, Problem, and Change Management processes.
• Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or Cloud WatchLogs.

Soft Skills

• Strong troubleshooting and analytical thinking abilities.
• Naturally curious and investigative, with adesire to understand the full context behind incidents and operational events.
• Excellent problem-solving and root cause analysis skills.
• Strong ownership mindset and accountability.
• Ability to work independently in a fast-paced operational environment.
• Good communication and stakeholder management skills.
• Ability to remain calm and methodical during high-severity incidents.
• Strong documentation and knowledge-sharing practices.
• Continuous improvement mindset with a focus on automation and operational efficiency.

Good to Have Skills

• Knowledge of WeChat Mini Program ecosystem and integrations.
• Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.
• Basic scripting skills (Python, Shell, Bash, PowerShell).
• Experience with API Gateway and event-driven architectures.
• AWS Certifications (Cloud Practitioner, Solutions Architect Associate, SysOps Administrator).
• ITIL Foundation certification.
• Experience supporting payment gateways and digital commerce ecosystems.

Working Conditions

• Participate in a 24x7 support and on-call rotation model.
• Support late-night, weekend, and public holiday deployments where required.
• Work closely with internal teams, vendors, and stakeholders across multiple time zones.
• Respond to critical production incidents outside business hours when necessary.