Operations Support Engineer

ERP21 PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

ERP21 PTE LTD in Singapore is seeking an Operations Support Engineer to join the product team. You will provide L1–L3 code-level changes support to an internal product, ensuring reliability, stability and uptime of the technical infrastructure, and collaborate with developers, product managers and user support.

You will monitor production and non-production environments, resolve incidents, implement change and security controls, and help automate workflows using AWS, Terraform and Ansible.

Qualifications

• 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.
• Experience with ITSM tools (AWS Quick, Zendesk, ServiceDesk) for change/incident workflows is advantageous.
• Implement security and access controls for test and production environments.
• Experience with full-stack monitoring using APM tools; familiarity with CloudWatch preferred.
• Automation emphasis using Terraform/Ansible to reduce downtime and human error.
• Experience with Agile, DevOps pipelines, and info-security practices.
• Ability to collaborate with a high-performance team and communicate clearly.

Responsibilities

• Monitor production and non-production environments to optimise system performance.
• Resolve incidents and coordinate with internal teams for timely resolution to meet SLA.
• Create and maintain operation guides and audit-compliant documentation.
• Oversee daily operations, analyse metrics, and report to stakeholders.
• Coordinate a 24/7 operations team and vendors to ensure continuous support.

Skills

Strong communication

Problem solving

Team collaboration

Agile methodologies

DevOps mindset

Education

Bachelor's degree in Computer Science or IT

Tools

AWS Quick

Zendesk

ServiceDesk

Terraform

Ansible

CloudWatch

Job description

An operations support engineer will be working withCustomer's product team that seeks to design and develop software applicationsthat help Customers to better serve the needs of the people of Singapore. Tothat end, the Customer employs an agile approach towards development, and worktowards adopting the best practices and tools used in the top technologycompanies and organisations.

The Customer is looking for a Operations Support Engineerwho will be part of the main development team to provide L1 and L2 and L3-codelevel changes support to an internal product. The Operations Engineer in ITproduct management is responsible for ensuring the reliability, stability, andefficiency of our technical infrastructure. The individual will work closelywith developers, product managers, and user support to identify and rectify anyissues that could affect the performance of the system. This role is crucial inmaintaining high uptime and providing the expected level of service to ourusers.

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

• Monitor andanalyse the current state of various product runtime environment (productionand non-production) to ensure optimum system performance, and work outdata-based strategy for continuous improvement. Work with application teams,solution architects, security consultants, and other teams to implementimprovement plans. Work closely with business users to setup AWS Quick environment to support AI use cases.
• Manageapplication and security incidents, conduct problem determination, work withvarious internal teams and vendors to resolve issues on a timely basis to meetSLA, provides reporting and escalation to higher management or incidentcommittee if necessary.
• Developoperations and processes guide to ensure every aspect of operations isdocumented and complies with audit requirements.
• Manage day-to-dayoperation activities, analyse statistics and write status and progress reports,and present findings to stakeholders and higher management.
• Manage operationsteam consisting of staff and vendors, ensuring support is available on a 24/7basis.

EXPERIENCE AND SKILLS NEEDED

• Bachelor's degreein Computer Science, Information Technology, or a related field.
• Proven experienceas an Operations Engineer or similar role in an IT setting.
• Implement changemanagement and incident management workflows, using ITSM tools e.g. AWSQuick, Zendesk, ServiceDesk to automate workflows is advantageous
• Implementsecurity and access control measures to control privileged access to test andproduction environment.
• Implement fullstack monitoring (i.e. application and infrastructure) using ApplicationPerformance Management (APM) tools. Familiarity with cloud native monitoringoptions (e.g. Cloudwatch) is preferred.
• Identify andimplement process automation to minimum downtime and human errors. Familiaritywith scripting tools e.g. Terraform, Ansible is preferred.
• Experienced inagile methodologies, DevOps pipelines, test-driven development, andinfo-security practices.
• Able to workcollaboratively with a high performance team and influence with positiveenergy.
• Resourceful andable to work out solutions with innovative thinking and new tech.
• Experienced withmanagement cloud infrastructure and services / certification with GPC, GCC(i.e. AWS, Azure, Google Cloud) or equivalent cloud platforms will bepreferred.
• Experience in AWSecosystem services and development of AI applications demonstrating proficiencyin RAG, tool calling, workflow automation, data lakes are highly advantageous.
• Excellentproblem-solving skills.
• Strongcommunication skills, with the ability to communicate complex technical issuesto non-technical teams.