IT Operations & Service Delivery Engineer (Production Support/ITSM)

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

Job summary

Ascendion is recruiting an IT Operations & Service Delivery Engineer to manage production support, incident management and ITSM across mission-critical systems. The role offers exposure to applications, infrastructure, cybersecurity, and disaster recovery, partnering with customers, teams and vendors to ensure reliability and security.

We seek a candidate with a degree in IT/CS/engineering or related tech and 2+ years in IT service management or lifecycle support.

Qualifications

• Bachelor's degree in IT, CS, engineering, cybersecurity or related discipline.
• 2 years of experience in project management, IT service management, lifecycle support services or a related technology environment.
• Hands-on experience in system monitoring, maintenance, troubleshooting and service restoration.
• Knowledge of incident, problem and change management processes.
• Understanding of ITSM/ITIL processes, application support and infrastructure operations.
• Knowledge of cloud and on-premise environments, databases, middleware, APIs and system integration concepts.
• Familiarity with government cybersecurity policies, security compliance requirements, vulnerability management and IT governance.
• Experience coordinating stakeholders, vendors and multiple operational deliverables.
• Proficiency in MS Excel, Word, PowerPoint and Project, with experience using collaboration or project management tools.
• Ability to communicate technical issues clearly, coordinate teams and prioritise time-sensitive operational activities.

Responsibilities

• Oversee daily application, infrastructure and database support operations.
• Monitor production system availability, performance and service reliability.
• Coordinate preventive and corrective maintenance activities.
• Manage Lifecycle Support Services (LSS) delivery in accordance with SLAs.
• Perform system monitoring, troubleshooting and service restoration activities.
• Lead incident escalations and coordinate timely resolution of production issues.
• Conduct root cause analysis (RCA) and follow through on corrective actions.
• Review and approve maintenance, deployment and change requests.
• Ensure production changes follow established risk and change-control procedures.
• Serve as a key contact for customers, technical teams and external vendors.

Skills

ITIL processes

Incident management

System monitoring

Stakeholder coordination

Cloud & on-prem

Documentation

Communication

Education

Bachelor's degree in IT/CS/Engineering or related tech

Job description

IT Operations & Service Delivery Engineer (Production Support/ITSM)

We are looking for an IT Operations & Service Delivery Engineer to manage and support the ongoing operations, maintenance and improvement of mission-critical IT systems. This role combines hands-on production support, incident management and technical service delivery, providing exposure to applications, infrastructure, cybersecurity, system integration and disaster recovery environments. You will work closely with customers, technical teams and vendors to ensure systems remain reliable, secure and available while meeting service-level commitments.

Key responsibilities

• Oversee daily application, infrastructure and database support operations.
• Monitor production system availability, performance and service reliability.
• Coordinate preventive and corrective maintenance activities.
• Manage Lifecycle Support Services (LSS) delivery in accordance with SLAs.
• Perform system monitoring, troubleshooting and service restoration activities.
• Lead incident escalations and coordinate timely resolution of production issues.
• Conduct root cause analysis (RCA) and follow through on corrective actions.
• Review and approve maintenance, deployment and change requests.
• Ensure production changes follow established risk and change-control procedures.
• Serve as a key contact for customers, technical teams and external vendors.

About you

• Bachelor's degree in information technology, computer science, engineering, cybersecurity, information systems or a related technology discipline.
• 2 years of relevant experience in project management, IT service management, lifecycle support services or a related technology environment.
• Hands-on experience in system monitoring, maintenance, troubleshooting and service restoration.
• Knowledge of incident, problem and change management processes.
• Understanding of ITSM/ITIL processes, application support and infrastructure operations.
• Knowledge of cloud and on-premise environments, databases, middleware, APIs and system integration concepts.
• Familiarity with government cybersecurity policies, security compliance requirements, vulnerability management and IT governance.
• Experience coordinating stakeholders, vendors and multiple operational deliverables.
• Proficiency in MS Excel, Word, PowerPoint and Project, with experience using collaboration or project management tools.
• Ability to communicate technical issues clearly, coordinate teams and prioritise time-sensitive operational activities.

Ascendion is a leader in AI-powered software engineering, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, APAC, and Europe to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com.