Operations Support Engineer

FPT ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading tech company in Singapore is looking for a support analyst to manage production issues, implement fixes, and communicate with stakeholders. The ideal candidate will have an IT-related degree and experience in application support, with strong troubleshooting skills and a positive mindset. This role requires effective communication and stakeholder management.

Qualifications

• Experience in application support.
• Knowledge of incident management.

Responsibilities

• Manage and monitor production support Mailbox.
• Implement fixes and workaround for app issues.
• Communicate with external agency on scheduled maintenance.
• Monitor performance and availability of applications.

Skills

Troubleshooting and analytical skills

Knowledge of log analysis and debugging techniques

Basic understanding of SQL and database querying

Familiarity with monitoring tools and systems

Understanding of application architecture and infrastructure

Education

IT-related degree or equivalent experience

Job description

Role and responsibilities

Incident Response and Triage:

• Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
• Create ticket if necessary
• Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
• Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.
• Consult dev teams for resolution if required.
• Escalate to relevant dev teams if involved codes fixings or system enhancement.

Schedule maintenance support:

• Communicate with external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.
• Apps testing after maintenance
• Ensure app services back to normal after maintenance

Perform BAU activities:

• Monitor performance and availability of applications
• Monitor successful runs of batch jobs

Pre-requisites: Technical Skills

• Troubleshooting and analytical skills
• Knowledge of log analysis and debugging techniques
• Basic understanding of SQL and database querying
• Familiarity with monitoring tools and systems
• Understanding of application architecture and infrastructure

Educational/Professional Background

• IT-related degree or equivalent experience
• Experience in application support
• Knowledge of incident management

Soft Skills

• Good communication skills (written and verbal)
• Strong stakeholder management and problem-solving abilities
• Good time management and prioritisation skills
• Positive mindset and ability to work under pressure
• Customer service orientation