L2 Infrastructure | Team Leader | Operational

Manpower Staffing Services (S) Pte Ltd - Head Office; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A staffing services company in Singapore is seeking a Level 2 Support Lead to manage operations for mission-critical applications. The ideal candidate must have at least 5 years in support roles and 2 years in lead positions. Responsibilities include incident management, troubleshooting, and team guidance. Competitive compensation offered.

Qualifications

• Minimum 5 years of experience in Level 2 support.
• At least 2 years in a team lead or supervisory role.
• Proven experience in handling P1/P2 incidents.

Responsibilities

• Lead level 2 support operations for critical applications.
• Coordinate resolutions for P1/P2 issues.
• Perform root cause analysis and document resolutions.

Skills

Operating Systems - RHEL

Java

Networking Fundamentals

Leadership & Coordination

Communication & Collaboration

Education

Bachelor Degree in Information Technology or related discipline

Tools

Kubernetes

Docker

SQL Server

Windows Server

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

Goel Navneet License No.: 02C3423 Personnel Registration No.: R1982194

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