Operations Support Engineer

OX CONSULTANCY PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

OX CONSULTANCY PTE. LTD. in Singapore is seeking an Operations Engineer to provide L1-L3 production support, monitor environments, and manage incidents to minimize downtime.

You will collaborate with IT, security and development teams, implement monitoring, and help drive automation with Terraform/Ansible. Cloud experience and strong communication are essential for success in this role.

Qualifications

• Bachelor's degree in computing or related field.
• Experience in operations/production support in cloud environments.
• Strong incident/problem management and communication skills.

Responsibilities

• Provide L1-L3 production support and resolve issues within SLAs.
• Monitor production and non-production environments for performance.
• Manage incidents, coordinate with teams/vendors, and escalate critical issues.
• Support ITSM processes and change management.
• Implement monitoring using AWS CloudWatch and other APM tools.
• Enforce security/access controls for prod/test environments.
• Identify automation opportunities using Terraform/Ansible.
• Maintain operations docs, service records and audit-ready procedures.
• Analyze daily operations stats and present findings to stakeholders.
• Collaborate with business users and tech teams for AWS AI use cases.
• Support 24/7 operations with coordination from staff and vendors.

Skills

Production support

Incident management

Communication

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

AWS

Terraform

Ansible

ServiceNow

Job description

Key Responsibilities:

• Provide L1, L2 and L3 production/application support and resolve technical issues within agreed SLAs.


• Monitor and analyse production and non-production environments to ensure optimal application and infrastructure performance.


• Manage application and security incidents, conduct problem determination, coordinate with internal teams and vendors, and escape critical issues when required.


• Support incident, problem and change management processes using ITSM tools.


• Implement and maintain monitoring for applications and infrastructure using tools such as AWS CloudWatch and APM solutions.


• Implement security and access control measures for test and production environments, including privileged access controls.


• Identify opportunities for process automation to reduce downtime and human errors using tools such as Terraform and Ansible.


• Develop and maintain operational procedures, technical documentation, service records and process guides in accordance with audit requirements.


• Manage daily operations activities, analyse operational statistics, prepare status reports and present findings to stakeholders and management.


• Work with business users and technical teams to support AWS environments for AI-related use cases.


• Work collaboratively with development, product management, architecture, security and user support teams.


• Support an operations environment that may require 24/7 availability, including coordination with operations staff and vendors.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.


• Proven experience as an Operations Engineer, Production Support Engineer, Application Support Engineer, Cloud Operations Engineer or similar role.


• Hands-on experience supporting applications and infrastructure in AWS or other major cloud platforms.


• Experience in production support, incident management, problem management and change management.


• Experience with application and infrastructure monitoring; AWS CloudWatch experience is preferred.


• Experience with DevOps practices, CI/CD pipelines and Agile methodologies.


• Knowledge of infrastructure/process automation using Terraform, Ansible or similar tools is preferred.


• Experience implementing security and access controls for production and test environments.


• Experience with ITSM/service management tools such as ServiceDesk, Zendesk, ServiceNow or equivalent is advantageous.


• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.


• Strong communication and stakeholder management skills, including the ability to explain technical issues to non-technical stakeholders.


• Experience supporting AWS-based AI applications, RAG, tool calling, workflow automation or data lakes will be an added advantage.


• Cloud certifications such as AWS, Azure or Google Cloud certifications will be an advantage.


• Willingness to support operational activities that may require 24/7 coverage.