Incident Response Analyst II

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

Job summary

Astreya is seeking an Operations Engineer to monitor alarms, handle cloud incidents, and maintain service continuity across shifts. The role emphasizes SLA adherence, ticket hygiene, and collaboration with SREs, vendors, and stakeholders to ensure smooth daily operations.

Senior candidates will guide major incidents, oversee workload across shifts, and mentor junior staff while driving process improvements and documentation quality.

Qualifications

• Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
• Experience in operations, cloud support, network operations, technical support, or incident management environments.
• Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
• Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
• Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
• Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
• Ability to work in a fast-changing environment and manage multiple operational priorities.
• Strong ownership, accountability, and execution mindset.

Responsibilities

• Monitor operational alarms and respond to incidents in accordance with SOPs, MOPs, and runbooks.
• Handle cloud tickets and support routine operational activities with SLA compliance and ticket hygiene.
• Participate in incident triage, escalation, coordination, and resolution activities.
• Support shift handovers and maintain service continuity across operations.
• Maintain accurate operational records, reports, and documentation.
• Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations.

Skills

Incident management

SLA awareness

Cloud support

Ticketing systems

Documentation practices

Education

Bachelor's degree or equivalent in CS/IT/Engineering

Job description

Job Description Knowledge, Skills & Abilities

Core Responsibilities Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks. Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene. Participate in incident triage, escalation, coordination, and resolution activities. Support shift handovers and maintain service continuity across operations. Maintain accurate operational records, reports, and documentation. Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations. Identify process gaps and contribute to continuous improvement initiatives. Support knowledge base maintenance, operational reviews, and reporting activities.

Additional Responsibilities for More Senior Candidates

Serve as a first-level escalation point of contact for operational issues. Guide major incident handling and support bridge calls when needed. Oversee workload distribution and operational execution across shifts. Coach junior team members and provide structured guidance and feedback. Help drive process standardization, documentation quality, and operational excellence. Act as backup team lead or operational coordinator when required.

Requirements / Qualifications

Must-have Qualifications

• Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
• Experience in operations, cloud support, network operations, technical support, or incident management environments.
• Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
• Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
• Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
• Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
• Ability to work in a fast-changing environment and manage multiple operational priorities.
• Strong ownership, accountability, and execution mindset.

Nice-to-have Qualifications

• Experience acting as a shift lead, escalation point, or operational coordinator.
• Exposure to cloud infrastructure operations, service monitoring, or production support environments.
• Experience supporting major incident response and stakeholder communications.
• Experience maintaining documentation standards and improving operational workflows.
• Exposure to automation, scripting, or process optimization initiatives.
• Experience supporting reporting, metrics tracking, or service review preparation.
• Prior experience working with distributed teams, vendors, or regional support functions.

Preferred Qualifications

• Proven ability to work independently with minimal supervision.
• Experience mentoring team members or supporting onboarding and knowledge transfer.
• Strong stakeholder management skills and confidence in escalation scenarios.
• Interest in automation and continuous improvement of operational efficiency.
• High adaptability, learning agility, and willingness to challenge inefficient processes.
• Experience supporting projects or mini-projects under tight timelines.

About Astreya

Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!