Incident Response Analyst II — Incident Resolution & Coordination

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

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.