Application Support Engineer

Unison Group; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Unison Group is seeking an Operations Support Engineer to join the product IT team in Singapore. The role involves providing L1–L3 support for an internal product, ensuring reliability, uptime, and efficient operations across production and non-production environments.

You will work with developers, product managers, and user support to implement changes, monitor performance, and automate workflows using ITSM tools. A strong background in AWS, DevOps practices, and security controls is required.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience as Operations Engineer or similar role in IT settings.
• Experience implementing change and incident management workflows with ITSM tools.
• Experience implementing security and access controls for test/production environments.
• Experience with full stack monitoring using APM tools; CloudWatch familiarity preferred.
• Ability to automate with scripting tools like Terraform and Ansible.
• Experience with Agile, DevOps, security practices, and data protection concepts.
• Strong collaboration and communication skills; proactive with stakeholders.
• Familiarity with cloud platforms (AWS/Azure/GCP) and certifications preferred.
• Experience with AI/ML-oriented AWS ecosystem tools (RAG, tool calling) advantageous.

Responsibilities

• Monitor system performance across production and non-production environments.
• Resolve technical issues and coordinate problem resolution with multiple teams.
• Create preventive measures and maintain system configuration documentation.
• Manage incidents, provide reporting and escalation as needed.
• Oversee day-to-day operations and produce status/progress reports.
• Lead operations team including staff and vendors for 24/7 support.

Skills

ITSM workflows

Change management

Incident management

APM monitoring

Terraform

Ansible

DevOps

Agile

Security controls

Communication

Problem solving

Team collaboration

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Terraform

Ansible

Job description

OPERATIONS SUPPORT ENGINEER

An operations support engineer will be working with Customer's product team that seeks to design and develop software applications that help Customers to better serve the needs of the people of Singapore. To that end, the Customer employs an agile approach towards development, and work towards adopting the best practices and tools used in the top technology companies and organisations.

The Customer is looking for a Operations Support Engineer who will be part of the main development team to provide L1 and L2 and L3-code level changes support to an internal product. The Operations Engineer in IT product management is responsible for ensuring the reliability, stability, and efficiency of our technical infrastructure. The individual will work closely with developers, product managers, and user support to identify and rectify any issues that could affect the performance of the system. This role is crucial in maintaining high uptime and providing the expected level of service to our users.

Responsibilities

Responsibilities include monitoring system performance, resolving technical issues, coordinating with different teams for problem resolution, creating preventive measures(optional), and maintaining documentation related to system configuration, process, and service records.

• Monitor and analyse the current state of various product runtime environment (production and non-production) to ensure optimum system performance, and work out data-based strategy for continuous improvement. Work with application teams, solution architects, security consultants, and other teams to implement improvement plans
• Work closely with business users to setup AWS Quick environment to support AI use cases
• Manage application and security incidents, conduct problem determination, work with various internal teams and vendors to resolve issues on a timely basis to meet SLA, provides reporting and escalation to higher management or incident committee if necessary
• Develop operations and processes guide to ensure every aspect of operations is documented and complies with audit requirements
• Manage day-to-day operation activities, analyse statistics and write status and progress reports, and present findings to stakeholders and higher management
• Manage operations team consisting of staff and vendors, ensuring support is available on a 24/7 basis

Requirements

EXPERIENCE AND SKILLS NEEDED

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven experience as an Operations Engineer or similar role in an IT setting
• Implement change management and incident management workflows, using ITSM tools e.g. AWS Quick, Zendesk, ServiceDesk to automate workflows is advantageous
• Implement security and access control measures to control privileged access to test and production environment
• Implement full stack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools. Familiarity with cloud native monitoring options (e.g. Cloudwatch) is preferred
• Identify and implement process automation to minimum downtime and human errors. Familiarity with scripting tools e.g. Terraform, Ansible is preferred
• Experienced in agile methodologies, DevOps pipelines, test-driven development, and info-security practices
• Able to work collaboratively with a high performance team and influence with positive energy
• Resourceful and able to work out solutions with innovative thinking and new tech
• Experienced with management cloud infrastructure and services / certification with GPC, GCC (i.e. AWS, Azure, Google Cloud) or equivalent cloud platforms will be preferred
• Experience in AWS ecosystem services and development of AI applications demonstrating proficiency in RAG, tool calling, workflow automation, data lakes are highly advantageous
• Excellent problem-solving skills
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams