Operations Support Engineer

User Experience Researchers Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

User Experience Researchers Pte Ltd is seeking an experienced Operations Engineer to monitor system performance across production and non-production environments and drive data-based improvements. You will coordinate with multiple teams to resolve incidents, implement security controls, and set up AWS Quick for AI use cases.

Applicants should have a CS/IT degree and proven experience in ITSM, DevOps, and automation.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Proven experience as an Operations Engineer or similar.
• Experience with ITSM tools (AWS Quick, Zendesk, ServiceDesk).
• Implement security and access controls for test/production environments.
• Full stack monitoring with APM tools; familiarity with CloudWatch.
• Automation experience with Terraform or Ansible.

Responsibilities

• Monitor system performance across production and non-production environments.
• Coordinate with teams to resolve incidents and implement improvements.
• Work with application teams and architects to execute improvement plans.
• Set up AWS Quick environment to support AI use cases.
• Manage incidents and generate reports with SLA adherence.
• Develop operations guides and ensure audit compliance.
• Oversee day-to-day ops and provide status updates to stakeholders.
• Lead operations team including staff and vendors on 24/7 support.

Skills

IT operations

Incident management

DevOps

Cloud monitoring

Security controls

Automation (Terraform/Ansible)

Education

Bachelor's degree in Computer Science / IT

Tools

Zendesk

ServiceDesk

AWS Quick

CloudWatch

Job description

Key Responsibilities:

• 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 analyze 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
• 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, analyze 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.

Experience and Skills Needed:

• 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.