Operations Support Engineer (ITSM, AWS) - #1563

JOBSTER PRIVATE LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

JOBSTER PRIVATE LTD. in Singapore is seeking an experienced Operations Engineer to monitor production and non-production environments, resolve incidents, and drive continuous improvement. You will coordinate with application teams, solution architects, security colleagues, and vendors, ensuring 24/7 support and thorough documentation.

The role emphasizes automation, ITSM workflows, and secure access controls, with a focus on scalable operations and data-driven optimization to meet demanding SLAs.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Proven experience as an Operations Engineer or similar IT role.
• Experience with ITSM workflows using tools like AWS Quick, Zendesk, ServiceDesk.
• Implement security and access controls for test/production environments.
• Full-stack monitoring using APM tools; familiarity with CloudWatch.
• Process automation to minimize downtime; Terraform and Ansible.
• Experience with Agile, DevOps, TD development and information security practices.
• Collaborative, high-performance team player with positive energy.
• Resourceful with innovative thinking and new technology.
• Experience with cloud infrastructure and certifications (GPC, GCC) or equivalent.
• Experience in AWS services and AI applications including RAG, tool calling, workflow automation, data lakes is advantageous.
• Excellent problem-solving skills.
• Strong communication to explain complex technical issues to non-technical teams.

Responsibilities

• Monitor system performance, resolve issues, coordinate with teams, and maintain documentation related to configurations and service records.
• Monitor and analyse runtime environments (production and non-production) to ensure optimum performance and drive data-based improvements.
• Set up AWS Quick environment to support AI use cases in collaboration with business users and application teams.
• Manage incidents, conduct problem determination, resolve issues with vendors to meet SLA; provide reporting/escalation as needed.
• Develop operations and processes guides to ensure audit compliance and thorough documentation.
• Manage day-to-day operations, analyse statistics, write status reports, and present findings to stakeholders.
• Oversee operations team including staff and vendors to ensure 24/7 support availability.

Skills

IT Operations

Incident Management

Automation

Cloud Monitoring

Security Controls

Scripting (Terraform)

Scripting (Ansible)

DevOps

Agile

Communication

Education

Bachelor's degree in Computer Science/IT

Tools

Zendesk

ServiceDesk

Terraform

Ansible

CloudWatch

Job description

SCOPE

• Responsibilities include monitoring system performance, resolving technical issues, coordinating with different teams for problem resolution, creating preventive measures(optional), and maintaining documentation related to system configuration, 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 work out 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, analyse 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.

EXPERIENCE AND 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 full stack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools. Familiarity with cloud native monitoring options (e.g. Cloudwatch) is preferred.
• Identify and implement process automation to minimum downtime and human errors. Familiarity with scripting tools e.g. Terraform, Ansible is preferred.
• 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 will be preferred.
• Experience in AWS ecosystem services and development of AI applications demonstrating proficiency in RAG, tool calling, workflow automation, data lakes are highly advantageous.
• Excellent problem-solving skills.
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams.