L2 Engineer - Red Hat Certified

ANOTECH ENERGY SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

ANOTECH ENERGY SINGAPORE PTE. LTD. is seeking a Level 2 Engineer to join ALTEN Group's Singapore operations. You will participate in advanced troubleshooting, perform in-depth problem analysis, and implement solutions for a mission-critical 24x7 system.

The role covers operational, network, and security support, including root-cause analysis, incident handling, and coordination with Level 3. You will work to maintain SLA compliance and ensure high system availability.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• At least 5 years in Level 2 support for mission-critical 24x7 production environments is preferred.
• Experience with incident management, PIRs, root cause analysis, and ITIL/ITSM concepts.

Responsibilities

• Provide level 2 support operations for mission-critical system and infrastructure.
• Perform troubleshooting and diagnostics for incidents escalated from level 1.
• Ensure adherence to SLA and maintain system availability across environments.
• Investigate application incidents and coordinate with Level 3 for complex issues.
• Maintain and document configuration, change, and knowledge base entries.

Skills

Level 2 Support

Incident Troubleshooting

Network Troubleshooting

System Monitoring

Root Cause Analysis

Education

Bachelor's Degree in IT/CS/Engineering

Tools

Tcpdump

Wireshark

Nginx

Kubernetes

Job description

ALTEN Group is a world leader in Engineering and Technology consulting services providing outsourced Engineering, R&D, and IT Services for different industries such as Transportation, Defence, Energy and Security with 55,000 engineers in nearly 35 countries. ANOTECH is the subsidiary of the Group delivering ALTEN's Engineering Services in Singapore.

As a Level 2 Engineer, you will participate in advanced troubleshooting, in-depth analysis of problems, and implementing solutions that may involve more specialized knowledge for a mission-critical 24x7 system.

Responsibilities:

Operational Support

• Provide level 2 support operations for mission-critical system and infrastructure
• Provide troubleshooting and diagnostics for incidents escalated from level 1
• Ensure adherence to SLA, system availability

Network Support

• Network Connectivity Troubleshooting (TCP/IP, DNS, DHCP, Routing and Switching)
• Firewall Rules, Port Connectivity and Access Control
• Network Monitoring, Performance and Latency Troubleshooting
• VLAN and Network Segmentation
• Load Balancer, Proxy and Network Traffic Management
• Network Security Monitoring and Incident Investigation
• Packet Capture and Analysis (tcp dump, Wireshark)
• Network Configuration, Documentation and Change Management
• Network Availability, Redundancy and Failover
• Network Incident Management and Root Cause Analysis

Network Security Support

• Firewall Configuration, Rules Management and Access Control
• Network Segmentation and Security Zones
• Intrusion Detection and Prevention Systems (IDS/IPS)
• Network Access Control (NAC) and Least-Privilege Principles
• TLS/SSL Certificates and Secure Network Communications
• Network Security Monitoring, Log Analysis and Threat Detection
• Vulnerability Assessment and Network Security Hardening
• Security Incident Investigation and Response
• Network Security Compliance, Audit and Configuration Management

Application Support

• Investigate and resolve application incidents escalated from Level 1; perform root cause analysis and workarounds where possible
• Monitor application logs, integration points such as REST API, message queues, file-based transfer
• Perform application health checks to proactively identify issues and ensure uptime
• Liaise with Level 3 to resolve complex application issues and elevate bugs or enhancement requests
• Support and maintain job schedulers, interface configurations and integration points
• Maintain and support application configurations, environment-specific settings and integration parameters
• Document known issues, resolution procedure, rollback in the knowledgebase

Incident & Problem Management

• Resolve P1/P2 issues within SLA
• Perform resolution and communications
• Perform root cause analysis and recommend permanent fixes
• Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

• Perform operational impact assessment
• Present change in Change Advisory Board
• Pre-Change Preparation such as review Change Request and Release Plan
• Documentation update in the knowledge base
• Post change review and feedback

Patch Management

• Perform patch management readiness
• Stakeholder coordination and team coordination
• System Readiness and Post-Patch Validation
• Documentation update and knowledge transfer
• Compliance and audit readiness

Documentation and Compliance

• Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook
• Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts
• Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned
• Maintain application documentation
• Knowledge Management

Configuration Management

• Perform validation and accuracy of configurations
• Maintain readiness of operational documentation
• Perform audit to confirm compliance of configurations
• CMDB asset verification
• Change-linked configuration tracking
• Ensure environment consistency between DEV - IVVQ - ISO-PROD - UAT and PROD

Testing and Verification

• Ensure operational readiness testing before production deployment rollout
• Ensure post-change verification coordination
• Perform regression and sanity test following patching or upgrades, inUAT and PROD
• Participation in user acceptance testing

Knowledge Management

• Documentation of resolution
• Knowledge Base Contribution
• Validation of knowledge
• Subject Matter Expertise Sharing

Root Cause Analysis

• Gather logs, system metrics at the time of failure
• Reproduction of issues in a controlled environment to understand the conditions under which it occurs
• Determine the scope and severity in terms of the systems affected, downtime duration and business impact
• Narrow down the possible sources of causing the failure
• Use of diagnostic tools such to analyse the application behaviour
• Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Work Schedule

• Require rotational on-call duty support
• Available for graveyard hours change request deployment as scheduled

Requirements:

• Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline
• At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector
• At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers
• Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis
• Preferably certification in Red Hat Enterprise Linux or Kubernetes
• Hands on technical working experience in the following:
  • Operating Systems. RHEL (90%) and Windows Server (10%)
  • Networking Fundamentals
  • Middleware & Infrastructure(Web Server - Nginx, App Servers - Kubernetes with containers (Docker + SpringBoot)
  • Message Queues (IBM MQ, Kafka)
  • Java, C#, MQTT, Golang
  • Database (SQL Server, PostgreSQL)
  • ITIL/ITSM Process Knowledge
  • Security Awareness
  • DR and HA concepts
  • Strong Technical Skills
  • Leadership & Coordination
  • Communication & Collaboration
  • Operational Governance
• Must be eligible to obtain G50 security clearance