IT Operations Lead (Outsystems / L3 Support)

SCIENTEC CONSULTING PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A consulting firm in Singapore is seeking an experienced Support Lead to manage developers and oversee Level 3 technical support for IT systems. The role demands expertise in vendor management, cloud infrastructure, and technical issue management. Ideal candidates should have over 4 years of experience in application support, particularly with low-code platforms. This position offers a contract with a competitive salary package up to $9,000 plus AWS.

Qualifications

• 4+ years of experience in application development/support focused on low-code/no-code platforms.
• Proven knowledge of ITIL frameworks for incident, problem, and change management.
• Experience managing or working with cloud infrastructure and services.

Responsibilities

• Lead and coordinate the development squad from vendor partners.
• Manage and resolve L3 technical issues including investigation and root cause analysis.
• Generate monthly performance reports covering bugs, resolutions, trends, and support metrics.

Skills

Vendor management

Technical support

Analytical problem-solving

Communication skills

Cloud infrastructure management

Tools

JIRA

ITIL

ITSM tools

Job description

We are seeking an experienced Support Lead to manage developers and oversee Level 3 technical support and resolutions for our IT systems (Outsystems). This role requires strong technical expertise, vendor management experience, and the ability to coordinate across multiple support tiers to ensure seamless platform operations and continuous service improvement.

• Working Location: Buona Vista
• Working Hours: Mon-Fri
• Job Type: Contract (renewable)
• Salary Package: Up to $9,000 (basic) + AWS

Key Responsibilities

• Lead and coordinate the development squad from vendor partners, ensuring deliverables meet quality standards and timelines.
• Conduct daily stand-ups and regular check-ins, providing technical guidance and escalating issues as needed.
• Manage and resolve L3 technical issues, including investigation, root cause analysis (RCA), and solution implementation.
• Develop and maintain the support framework and escalation procedures, ensuring clear communication between L1, L2, and product teams.
• Prioritise and track bug fixes, technical debts, and preventive measures to improve platform stability.
• Oversee platform upgrades, patches, and configuration changes while ensuring security, compliance, and performance standards.
• Generate monthly performance reports covering bugs, resolutions, trends, and support metrics.
• Analyse support data to identify patterns and recommend process and resource improvements.
• Utilise JIRA and ITIL frameworks to manage support tickets and incidents effectively.
• Maintain detailed documentation of issues, resolutions, and system changes.
• Collaborate with cloud infrastructure engineers and vendors to maintain and optimise OutSystems environments, including deployment and monitoring.

Requirements

• 4+ years of experience in application development and/or support, with a focus on low-code / no-code platforms (OutSystems preferred).
• Proven knowledge of ITIL frameworks for incident, problem, and change management.
• Experience with ITSM tools (e.g., Jira, Zendesk, ServiceDesk) and implementing automated change or incident workflows.
• Strong understanding of web application architecture, databases, and integration technologies.
• Excellent analytical, problem-solving, and communication skills.
• Experience managing or working with cloud infrastructure and services (AWS, Azure, or Google Cloud); certifications preferred.

Preferred Attributes

• Strong vendor and stakeholder management capabilities.
• Demonstrated ability to drive operational excellence and continuous improvement.

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