Operations Support Engineer

FPT Asia Pacific Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology services firm in Singapore is seeking a Product Operations Specialist for Field Operations Engineering. This role involves managing field-based technical services, focusing on cloud infrastructure provisioning, operational support, and ensuring compliance with standards. Candidates should have 3 to 5 years of experience in managed services, particularly in cloud environments, alongside strong problem-solving skills and the ability to communicate technical information effectively. This is an opportunity to drive client satisfaction and service adoption in dynamic operations.

Qualifications

• 3 to 5 years of experience in BAU field operations including maintenance and monitoring.
• Experience with managed services delivery models and performance measurement frameworks.
• Ability to communicate effectively and conduct user research.

Responsibilities

• Implement data-driven approaches for field operations.
• Conduct site assessments and technical evaluations.
• Automate field processes through scripting and pipeline development.
• Ensure compliance with standards and audit readiness.
• Drive client satisfaction by resolving technical queries.

Skills

Managed Services for infrastructure

Data-driven decision making

Cloud infrastructure expertise

Technical writing skills

Problem-solving abilities

Tools

Terraform

Ansible

Python

Job description

The Product Operations Specialist for Field Operations Engineering is responsible for managing the operational aspects of field-based technical services and driving their success from implementation to ongoing support.

This role focuses on technical delivery, infrastructure maintenance, cloud infrastructure provisioning, and ensuring optimal performance of field operations whilst maintaining compliance with standards and audit readiness.

Key Responsibilities

• Contribute to implementing data-driven approaches to inform field operations and technical decisions that contribute to providing feedback to project managers and technical leads
• Accountable for conducting site assessments and technical evaluations to inform operational improvements
• Contribute to setup and configuration of infrastructure, tools, technical environments, cloud infrastructure, and platform services
• Contribute to automating field processes through scripting and pipeline development
• Contribute to identify and assess field operational risks, propose and/or implement mitigation strategies (including safety protocols and incident management processes)
• Accountable for audit support activities, including extraction of evidence and documentation for compliance requirements
• Manage and fulfil service requests, assessing technical impact and resource requirements
• Accountable for provisioning and configuration of Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) solutions through Infrastructure as Code (IaC) tools and frameworks
• Contribute to configuring and managing middleware components within cloud platforms
• Contribute to developing and maintaining automation scripts for field operations, cloud deployments, and platform configurations
• Contribute to implementing CI/CD pipelines, eg. SHIP-HATS for field service delivery, infrastructure management, and middleware deployment
• Accountable for implementing standards through HSS processes and frameworks from Engineering Practices
• Contribute to deployment and configuration of mandated solutions, including ABLR, CAMS
• Contribute to ensuring field operations align with government security and hosting requirements
• Contribute to drive client satisfaction and service adoption by engaging customers, collecting feedback, and resolving technical queries to inform service iterations
• Contribute to compliance monitoring and evidence collection to support audit, regulatory, and requirements

Required Qualifications

Essential Requirements

• Working experience in Managed Services for infrastructure (on-premise/Cloud)
• 3 to 5 years working experience in BAU field operations including routine maintenance, monitoring, change management, and operational support activities
• Working experience with managed services delivery models, governance frameworks, and operational excellence methodologies
• Working experience with BAU operations including operational reporting, and routine maintenance activities
• Working experience with managed services commercial models, SLA structures, and performance measurement frameworks
• Problem-solving abilities and innovative thinking with experience in data-driven decision making
• Ability to communicate well and technical writing skills to conduct user research

Preferred Experience

• Working experience in leading and managing technical teams, eg. field engineers is an advantage
• Cloud infrastructure and services expertise in AWS, Azure, Google Cloud
• Working knowledge with infrastructure automation and scripting capabilities (e.g., Terraform, Ansible, Python)

Working knowledge with DevOps practices

• Site Reliability Engineering (SRE) practices and operational excellence methodologies
• Hands-on SG-TechStack products working experience (StackOps, SHIP-HATS)
• Ability to gather customer requirements for analysis to contribute to business case development
• Multi-site field operations experience