Senior Engineer (Level 2 Lead) - Systems SME & Incident Owner

john ethans international pte. ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

John Ethans International Pte. Ltd. seeks a senior incident owner to take responsibility for critical outages and complex environments. You will lead technical diagnosis, coordinate responders, and govern runbooks and standards to ensure service resilience.

You will drive problem management, publish known-error documentation, and mentor L2/L1 teams, interfacing with customer IT and vendor partners to minimize repeat incidents and improve uptime.

Qualifications

• Diploma or Degree in IT/CS or equivalent experience.
• 5–10 years in infrastructure/operations with incident ownership.
• Experience supporting uptime-sensitive customers and multi-site environments is preferred.

Responsibilities

• Own major incidents and high-impact outages: lead technical diagnosis and coordinate responders.
• Lead problem management: identify recurring issues, perform RCAs, and publish runbooks.
• Act as escalation bridge between customer IT teams and vendors; manage multi-party troubleshooting.

Job description

Rolepurpose

Serve as the senior technical owner for critical incidents and complex environments. Lead problem managementtoeliminate recurringissues,coordinateescalationswithcustomerITandvendors,andgovern runbooks and standards. Support incident response coordination (non-forensics) and service resilience.

Keyresponsibilities

• Ownmajorincidentsandhigh-impactoutages:leadtechnicaldiagnosis,coordinateresponders,and drive restoration under defined incident workflows.
• Lead problem management:identifyrecurringissues,performdeepRCA,implementpermanentfixes, and publish runbooks/known-error documentation.
• Act as primary escalation bridge between HubbIT,customerITteams,andvendors/brands;manage multi-party troubleshooting effectively.
• Design and govern standards for endpoint,identity,andinfrastructureoperations(documentation governance, baseline configurations, escalation rules).
• Plan and execute complex changes:maintenanceplanning,riskassessment,rollbackplanning,andpost-change validation.
• Support identity and access troubleshooting at advanced level(AzureAD/Microsoft365),including policy-related impacts and integration issues.
• Coordinate security hardening and log review activities;supportincidentresponsecoordination(non-forensics) alongside security providers where applicable.
• Mentor L2 engineers and guide L1 leads onescalationhandling,troubleshootingplaybooks,and prevention practices.
• Provide technical inputs for service reviews:trends,riskareas,capacityconstraints,androadmap recommendations.

Scopecoverage(service-aligned)

• AllLevel2scopecoverage(systems,network,securitytriage,virtualization,backup/restore,cloud support).
• Criticalincidentownershipandincidentworkflowleadership.
• Problemmanagementownershiptoremoverepeatissuesandimprovestability.
• AdvancedMicrosoft365/AzureADadministrationandidentity/accesstroubleshooting.
• Changeplanningandexecutiongovernance:risk,rollback,validation,post-implementationreview.
• Documentation/runbookgovernanceandoperationalstandardssetting.
• Incidentresponsecoordinationsupport(non-forensics)andsecurityvendorcoordination.

Requiredtechnicalskillsets

• Advancedinfrastructure&identity
• StrongWindowsServeranddirectoryservicesunderstanding;AzureADandM365administration depth
• Identity/accesstroubleshootingacrossusers,policies,andintegrations
• Endpointmanagementexecutionexperience(toolingdependent)
• Network&securitycoordination
• Firewall/VPNconceptsandoperationalmanagement(routing,NAT,rulestrategy)
• Securitytriageandhygienegovernance;log-awaretroubleshootingmindset
• Vendorbridgingandmulti-partycoordinationskills
• Operationalleadership
• Majorincidentmanagementandcommunicationsdiscipline
• ProblemmanagementandRCAmethodology;recurringissueelimination
• Changeplanningandgovernance;documentationstandardsandrunbooks
• Automation&efficiency
• ComfortablewithPowerShell(preferred)and/orBash;automationmindsetforrepeatability

Tools&platformsexposure

• Microsoft365AdminCenter,AzureAD/Entraadminportals(aspermitted)
• Securitytoolingdashboards(EDR,SIEM-liteviewswhereapplicable)
• Network/firewallmanagementconsoles;VPNtooling
• Virtualizationandbackupplatforms(customerdependent)
• Documentationtools:runbooks,KB,architectureandchangerecords
• Scripting:PowerShell/Bash;basicCIautomationexposureisaplus

Behavioural&serviceskillsets

• Executive-readycommunication:explainsrisk,impact,anddecisionsclearly.
• Calmleadershipduringincidents;strongcoordinationandprioritizationunderpressure.
• Governancemindset:standards,documentation,andrepeatableoperations.
• Coachingandknowledgetransferacrossteams(L1andL2).

Education&experiencerequirements

• DiplomaorDegreeinInformationTechnology/ComputerScience(orequivalentexperience).
• 5–10yearsininfrastructure/operationswithincidentownershipandcustomer-facingdelivery.
• Experiencesupportingcompliance/uptime-sensitivecustomersandmulti-siteenvironmentsispreferred.

Certifications(preferred/nice-to-have)

• Microsoftrole-basedcertifications(e.g.,MS-102,SC-300)(nice-to-have)
• ITILFoundationorITILManagingProfessionalmodules(nice-to-have)
• Vendorfirewallcertifications(Sophos/Fortinet/PaloAlto-customerdependent)(nice-to-have)

Successmeasures(KPIs)

• Majorincidentrestorationtimeandincidentprocesscompliance
• Reductioninrepeatincidentsthroughpermanentfixesandrunbooks
• Changesuccessrateandriskmanagementoutcomes
• Qualityoftechnicalgovernance:runbookcompleteness,auditreadiness
• CustomerITstakeholdersatisfactionandpartnerfeedback

Workingnotes

The L2 Lead is the technical standard-bearer for service delivery. This role must balance speed with governance,driverepeatabilitythroughdocumentationandautomation,andensuresmoothcoordination across customer IT, partners, and vendors.