Cloud Operations Support Engineer

SEDHA CONSULTING PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

SEDHA CONSULTING PTE. LTD. seeks a Cloud Operations Support Engineer to join the main development team and ensure reliability and efficiency of our IT infrastructure.

The role covers L1-L3 support, incident management, and collaboration with product managers and developers to improve system performance, uptime, and service quality.

Qualifications

• 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.
• Experience with ITSM tools such as Zendesk/ServiceDesk to automate workflows is advantageous.
• Implement security and access controls to manage privileged access to test and production environments.
• Familiar with full-stack monitoring using APM tools and cloud-native options like CloudWatch.
• Experience with Terraform/Ansible for process automation.
• Knowledge of Agile, DevOps, and security best practices.
• Excellent communication and teamwork in a high-performance environment.

Responsibilities

• Monitor and analyse production and non-production environments for optimum performance.
• Set up AWS environments to support AI use cases in collaboration with application teams.
• Manage incidents, coordinate with teams/vendors, and report to management.
• Develop operations guides ensuring processes are documented and auditable.
• Maintain daily operations, analyze metrics, and prepare status reports for stakeholders.
• Manage an operations team including staff and vendors to provide 24/7 support.

Skills

Cloud operations

Incident management

DevOps practices

Automation scripting

Agile methodologies

Team collaboration

Communication

Education

Bachelor's degree in Computer Science / Information Technology

Tools

AWS

Zendesk

ServiceDesk

Terraform

Ansible

CloudWatch

Job description

An Cloud operations support engineer will be working with Customers 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 Cloud 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 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.

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.