Operations Support Engineer - Contract

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Manpower Staffing Services (Singapore) Pte Ltd is seeking an Operations Support Engineer to collaborate with product, development, security, and support teams to ensure 24/7 operational readiness. You will manage incidents across L1-L3, monitor environments, and drive continuous improvements to prevent issues and downtime.

The role requires hands-on troubleshooting, strong communication, and experience with ITSM and cloud monitoring tools, plus scripting with Terraform/Ansible to automate

Qualifications

• Degree in Computer Science, Information Technology, or a related field.
• 4 - 7 years of experience as an Operations Engineer or similar IT role.
• Experience with incident/change management workflows using ITSM tools (Remedy, Zendesk, ServiceDesk) is advantageous.
• Experience with cloud monitoring and OpenAPM stacks is a plus.
• Excellent communication skills for conveying complex issues to non-technical teams.
• Familiarity with scripting tools like Terraform and Ansible.
• Experience with agile methodologies, DevOps pipelines, and info-security practices.

Responsibilities

• Provide L1–L3 application support for internal digital products and applications.
• Monitor health, performance, and availability of production environments.
• Identify issues, bottlenecks, and risks; propose improvements.
• Manage incidents with timely resolutions per SLAs.
• Perform root cause analysis and coordinate with teams/vendors.
• Escalate critical incidents with timely reporting to management.
• Collaborate with architects, security, and infrastructure teams on improvements.
• Develop and maintain operational procedures and governance-compliant docs.
• Analyze metrics, prepare status reports, and present findings to stakeholders.
• Support deployments and environment readiness for product releases.
• Drive process automation and continuous service improvements.
• Coordinate across internal staff and external vendors for support activities.
• Support 24/7 business continuity coverage when needed.

Skills

Incident management

Troubleshooting

SLA management

Process optimization

Communication skills

Agile/DevOps familiarity

Resourcefulness

Education

Bachelor's degree in Computer Science or IT

Tools

Remedy

Zendesk

ServiceDesk

Terraform

Ansible

Job description

As an Operations Support Engineer, you will work closely with product managers, developers, architects, security specialists, and support teams to deliver and maintain software applications. This role requires a hands-on individual who can effectively manage incidents, troubleshoot technical issues, drive continuous improvements, and support 24/7 operational readiness.

Job Responsibilities

• Provide L1, L2, and L3 application support for internal digital products and applications.
• Monitor and analyze the health, performance, and availability of production and non-production environments.
• Proactively identify system issues, performance bottlenecks, and operational risks, and recommend improvement initiatives.
• Manage application, system, and security incidents, ensuring timely resolution in accordance with established SLAs.
• Perform root cause analysis, problem determination, and coordinate with internal teams and vendors to resolve complex technical issues.
• Escalate critical incidents and provide timely reporting to management and incident response committees when required.
• Collaborate with application teams, solution architects, security consultants, and infrastructure teams to implement operational improvements.
• Develop, maintain, and enhance operational procedures, support documentation, knowledge articles, and process guides to ensure compliance with audit and governance requirements.
• Analyze operational metrics and statistics, prepare status reports, and present findings and recommendations to stakeholders and management.
• Support deployment activities, system maintenance, and environment readiness for product releases.
• Ensure operational excellence by driving process automation, monitoring improvements, and continuous service enhancement initiatives.
• Manage and coordinate support activities across internal staff and external vendors.
• Support business continuity requirements and ensure operational support coverage on a 24/7 basis when necessary.

Job Qualifications

• Degree in Computer Science, Information Technology, or a related field.
• With 4 - 7 years of experience as an Operations Engineer or similar role in an IT setting.
• Implement change management and incident management workflows, using ITSM tools e.g. Remedy, 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 monitoring options (e.g. Cloudwatch, Stackdriver) and the OpenAPM stack.
• Excellent communication skills, with the ability to communicate complex technical issues to non-technical teams.
• Identify and implement process automation to minimum downtime and human errors. Familiarity with scripting tools e.g. Terraform, Ansible.
• 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 is highly desirable.