M04 - Operations Support Engineer (AWS Quick)

FPT ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

FPT Asia Pacific PTE. LTD. is seeking an Operations Support Engineer to join our main development team.

You will provide L1-L3 support for an internal product, ensure reliability, stability and efficiency of our tech infrastructure, and work with developers, product managers and user support to resolve issues impacting performance. Responsibilities include monitoring system performance, incident management, creating preventive measures, and maintaining documentation.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as an Operations Engineer or similar IT role.
• Experience with ITSM tools (e.g., Zendesk, ServiceDesk) for change and incident management.
• Experience with security and access control for test/production environments.
• Experience with full-stack monitoring and cloud-native options (e.g., CloudWatch).
• Automation and scripting experience with Terraform and Ansible.
• Experience with agile methodologies, DevOps pipelines, and security practices.
• Strong communication and collaboration skills.
• Experience with AWS ecosystem services and AI/application development (RAG, tool calling, workflow automation, data lakes) advantageous.

Responsibilities

• Setup AWS Quick environment to support AI use cases.
• Manage incidents and provide reporting/escalation to management.
• Develop operation guides and ensure audit compliance.
• Analyze statistics and present findings to stakeholders.
• Lead operations team including staff and vendors for 24/7 support.

Skills

AWS ecosystem

DevOps

Problem solving

Communication

Agile methodologies

Team collaboration

Data-driven decision making

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Terraform

Ansible

Zendesk

ServiceDesk

CloudWatch

Job description

Overview

We arelooking for a Operations Support Engineer who will be part of the main development team to provide L1 and L2 and L3-code level changes support to an internal product. The Operations Engineer in IT product management is responsible for ensuring the reliability, stability, and efficiency of our technical infrastructure. The individual will work closely with developers, product managers, and user support to identify and rectify any issues that could affect the performance of the system. This role is crucial in maintaining high uptime and providing the expected level of service to our users.

Responsibilities include monitoring system performance, resolving technical issues, coordinating with different teams for problem resolution, creating preventive measures(optional), and maintaining documentation related to system configuration, process, and service records.

Monitor and analyse the current state of various product runtime environment (production and non-production) to ensure optimum system performance, and work out data-based strategy for continuous improvement. Work with application teams, solution architects, security consultants, and other teams to implement improvement plans.

Responsibilities

• Work closely with business users to setup AWS Quick environment to support AI use cases.
• Manage application and security incidents, conduct problem determination, work with various internal teams and vendors to resolve issues on a timely basis to meet SLA, provides reporting and escalation to higher management or incident committee if necessary.
• Develop operations and processes guide to ensure every aspect of operations is documented and complies with audit requirements.
• Manage day-to-day operation activities, analyse statistics and write status and progress reports, and present findings to stakeholders and higher management.
• Manage operations team consisting of staff and vendors, ensuring support is available on a 24/7 basis.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as an Operations Engineer or similar role in an IT setting.
• Implement change management and incident management workflows, using ITSM tools e.g.AWS Quick, Zendesk, ServiceDesk to automate workflows is advantageous
• Implement security and access control measures to control privileged access to test and production environment.
• Implement full stack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools. Familiarity with cloud native monitoring options (e.g. Cloudwatch) is preferred.
• Identify and implement process automation to minimum downtime and human errors. Familiarity with scripting tools e.g. Terraform, Ansible is preferred.
• Experienced in agile methodologies, DevOps pipelines, test-driven development, and info-security practices.
• Able to work collaboratively with a high performance team and influence with positive energy.
• Resourceful and able to work out solutions with innovative thinking and new tech.
• Experienced with management cloud infrastructure and services / certification with GPC, GCC (i.e. AWS, Azure, Google Cloud) or equivalent cloud platforms will be preferred.
• Experience in AWS ecosystem services and development of AI applications demonstrating proficiency in RAG, tool calling, workflow automation, data lakes are highly advantageous.
• Excellent problem-solving skills.
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams.