L2 Infrastructure Lead | Operational

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A staffing services company in Singapore is seeking a Level 2 Support Engineer to lead critical application support operations. The ideal candidate will have over 5 years of experience in 24x7 support environments, strong incident management skills, and team leadership capabilities. Responsibilities include troubleshooting key incidents and ensuring operational readiness through documentation and knowledge management.

Qualifications

• At least 5 years in Level 2 support for mission critical 24x7 production support.
• Proven experience in handling P1/P2 incidents and managing post-incident reviews.
• At least 2 years in a team lead or supervisory role.

Responsibilities

• Lead and coordinate level 2 support operations for mission-critical applications.
• Perform root cause analysis and workarounds for application incidents.
• Act as incident manager for P1/P2 issues and coordinate resolutions.

Skills

Operating Systems (RHEL and Windows Server)

Networking Fundamentals

Middleware & Infrastructure

Message Queues

Java

C#

Database Knowledge

ITIL/ITSM Process Knowledge

Leadership & Coordination

Communication & Collaboration

Education

Bachelor Degree in Information Technology, Computer Science, Engineering

Tools

RHEL

Kubernetes

Java

SQL Server

PostgreSQL

Job description

Responsibilities:

Operational Support

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

Application Support

• Lead and resolve application incidents escalated from Level 1; perform root cause analysis and workarounds where possible
• Lead and monitor application logs, integration points such as REST API, message queues, file-based transfer
• Lead and liaise with Level 3 to resolve complex application issues and escalate bugs or enhancement requests
• Lead and support / maintain job schedulers, interface configurations and integration points
• Lead and document known issues, resolution procedure, rollback in the knowledge base

Incident & Problem Management

• Act as incident manager for P1/P2 issues
• Coordinate 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
• Part of the CAB to review and approve change
• Pre-Change Preparation such as review Change Request and Release Plan
• Supervise post-change production verification
• Documentation update and knowledge transfer
• 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
• 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, in UAT 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

Leadership

• Supervision and provision of guidance to Level 2 engineers for change requests and service requests
• Lead and manage day-to-day operations of the Level 2 support
• Track and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availability
• Process and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handling
• Identify tools and systems to streamline Level 2 support operations

Requirements:

Education and Experience

• 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

Knowledge/Skills

• Operating Systems. RHEL (90%) and Windows Server (10%)
• Networking Fundamentals
• Middleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot)
• Message Queues (IBM MQ, Kafka)
• Java, C#, MQTT, Golang
• Database (SQL Server, PostgreSQL)
• ITIL/ITSM Process Knowledge
• Security Awareness
• DR and HA concepts
• Leadership & Coordination
• Communication & Collaboration
• Operational Governance