IT Support Engineer

TESCOM (SINGAPORE) SOFTWARE SYSTEMS TESTING PTE LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An IT service company in Singapore is looking for a professional to manage incident response and triage for their applications. The role involves monitoring production support, troubleshooting issues, performing regular maintenance, and ensuring application performance. Candidates should possess strong analytical skills and a relevant IT degree, alongside experience in application support.

Responsibilities

• Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
• Create ticket if necessary.
• Investigate and identify the underlying cause of app issues.
• Implement fixes and workaround including data patching.
• Communicate with external agencies and stakeholders on maintenance schedules.
• Monitor performance and availability of applications.

Skills

Troubleshooting and analytical skills

Knowledge of log analysis and debugging techniques

Basic understanding of SQL and database querying

Familiarity with monitoring tools and systems

Understanding of application architecture and infrastructure

Experience in application support

Knowledge of incident management

Education

IT-related degree or equivalent experience

Job description

Incident Response and Triage

• Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
• Create ticket if necessary
• Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
• Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.
• Consult dev teams for resolution if required.
• Escalate to relevant dev teams if involved codes fixings or system enhancement.

Schedule maintenance support

• Communicate with external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.
• Apps testing after maintenance
• Ensure app services back to normal after maintenance

Perform BAU activities

• Monitor performance and availability of applications
• Monitor successful runs of batch jobs
• Account Review: Annual and monthly review for OS, DB, Priviledge user accounts, Outsystem, GCC 2.0 etc)

Pre-requisites

• Troubleshooting and analytical skills
• Knowledge of log analysis and debugging techniques
• Basic understanding of SQL and database queryingFamiliarity with monitoring tools and systems
• Understanding of application architecture and infrastructure
• IT-related degree or equivalent experience
• Experience in application support
• Knowledge of incident management