Operations Support Engineer

TOSS-EX PR PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

TOSS-EX PR PTE. LTD. in Singapore is seeking an Operations Support Engineer to join the main product team, ensuring reliability and efficiency of our IT infrastructure in an agile environment.

You will monitor runtime environments, resolve incidents at L1-L3, coordinate with developers and support teams, and drive automation with AWS, Terraform and Ansible.

Strong collaboration, problem solving, and clear communication are essential to maintain high uptime and deliver consistent service to users.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Experience as Operations Engineer or similar IT role.
• Experience with ITSM tools like AWS Quick, Zendesk, ServiceDesk is advantageous.
• Familiarity with cloud monitoring and security practices.

Responsibilities

• Monitor and analyze runtime environments for optimum performance.
• Resolve incidents across L1-L3 and coordinate with teams for resolution.
• Develop operations guides and maintain configuration/process documentation.
• Manage day-to-day operations and report progress to stakeholders.
• Support 24/7 operations with team and vendors.

Skills

Agile methodology

Incident management

Communication skills

Problem solving

Team collaboration

Education

Bachelor's degree in Computer Science/IT or related

Tools

Terraform

Ansible

Zendesk/ServiceDesk

CloudWatch

AWS

Job description

An operations support engineer will be working with Customer’s product team that seeks to design and develop software applications that help Customers to better serve the needs of the people of Singapore. To that end, the Customer employs an agile approach towards development, and work towards adopting the bestpractices and tools used in the top technology companies and organizations.

The Customer is looking 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, coordinatingwith different teams for problem resolution, creating preventivemeasures(optional), and maintaining documentation related to systemconfiguration, 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 workout 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.

EXPERIENCEAND 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 fullstack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools. Familiarity with cloud native monitoringo ptions (e.g. Cloud watch) is preferred.
• Identify and implement 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, and info-security practices.
• Able to work collaboratively 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 AWS ecosystem services and development of AI applicationsdemonstrating proficiency in RAG, tool calling, workflow automation, data lakesare highly advantageous.
• Excellentproblem-solving skills.
• Strongcommunication skills, with the ability to communicate complex technical issuesto non-technical teams.