Senior IT Support Engineer

INGRASYS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

INGRASYS (SINGAPORE) PTE. LTD. is seeking a Senior IT Support Engineer to provide L2/L3 application support for manufacturing systems on the production floor and in warehouse environments.

This role acts as a senior escalation point and partners with internal IT and external providers to maintain system availability. The position requires 3–5 years of manufacturing app support, knowledge of MES/ERP systems, and strong SQL, logging and debugging skills.

Qualifications

• 3–5 years of experience in manufacturing application support.
• Experience supporting manufacturing applications is required.
• Familiarity with Manufacturing Execution Systems (MES) and Enterprise Resource Planning (ERP) systems.
• Knowledge of shopfloor, production and warehouse processes.
• Hands-on experience using SQL queries, relational databases, system logs and debugging tools.
• Strong analytical, troubleshooting, communication and documentation skills.
• Able to provide functional guidance to junior IT support team members.
• Mandarin proficiency is advantageous for communicating with Mandarin-speaking counterparts.

Responsibilities

• Provide L2/L3 support for manufacturing applications and serve as the senior escalation point for issues referred by the L1 support team.
• Monitor the availability, health and performance of shopfloor and warehouse systems.
• Investigate application incidents by reviewing system logs, databases, interfaces and backend processes.
• Perform root cause analysis and coordinate the timely resolution of issues affecting manufacturing operations.
• Work with L3 specialists, technical leads and solution providers to resolve complex system issues.
• Coordinate system testing, release readiness, deployment activities and knowledge transfer.
• Partner with Production, Quality Assurance and Warehouse users to analyse system issues and operational requirements.
• Participate in user acceptance testing and provide post-deployment support for newly released functions.
• Guide support team members and review the accuracy and completeness of troubleshooting guides and knowledge-base articles.
• Document recurring incidents, resolutions and lessons learned to support continuous improvement.
• Carry out system enhancements, functional releases and deployments according to established IT change-control procedures.
• Identify incident trends and recommend improvements to strengthen system stability and support effectiveness.
• Support the IT Support Manager in issue prioritisation, escalation management, knowledge development and service continuity.

Skills

Incident management

Root cause analysis

SQL queries

Communication

Documentation

Troubleshooting

Mentoring

Adaptability

Education

Bachelor's degree in Information Technology/Computer Science/Computer Engineering

Tools

SQL

Relational databases

System logs

Debugging tools

Job description

Senior IT Support Engineer

Job Summary

The Senior IT Support Engineer provides L2/L3 application support for manufacturing systems used by the production floor and warehouse. The role serves as a senior escalation point for complex system issues and works closely with internal users, technical teams and external solution providers to maintain system availability and support manufacturing operations.

Employment Details

• Employment type: Permanent
• Working days: Monday to Friday
• Working hours: 1:00 p.m. to 9:00 p.m.
• Break time: 30-minute dinner break
• Department: Information Technology

Key Responsibilities

• Provide L2/L3 support for manufacturing applications and serve as the senior escalation point for issues referred by the L1 support team.
• Monitor the availability, health and performance of shopfloor and warehouse systems.
• Investigate application incidents by reviewing system logs, databases, interfaces and backend processes.
• Perform root cause analysis and coordinate the timely resolution of issues affecting manufacturing operations.
• Work with L3 specialists, technical leads and solution providers to resolve complex system issues.
• Coordinate system testing, release readiness, deployment activities and knowledge transfer.
• Partner with Production, Quality Assurance and Warehouse users to analyse system issues and operational requirements.
• Participate in user acceptance testing and provide post-deployment support for newly released functions.
• Guide support team members and review the accuracy and completeness of troubleshooting guides and knowledge-base articles.
• Document recurring incidents, resolutions and lessons learned to support continuous improvement.
• Carry out system enhancements, functional releases and deployments according to established IT change-control procedures.
• Identify incident trends and recommend improvements to strengthen system stability and support effectiveness.
• Support the IT Support Manager in issue prioritisation, escalation management, knowledge development and service continuity.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electrical or Electronic Engineering, or a related discipline.
• At least 3 to 5 years of experience in manufacturing application support.
• Experience supporting applications in a manufacturing environment is required.
• Familiarity with manufacturing systems such as Manufacturing Execution Systems and Enterprise Resource Planning systems.
• Knowledge of shopfloor, production and warehouse processes.
• Hands-on experience using SQL queries, relational databases, system logs and debugging or diagnostic tools.
• Good understanding of incident management, root cause analysis, software lifecycle management, user acceptance testing, release deployment and change control.
• Strong analytical, troubleshooting, communication and documentation skills.
• Able to handle complex incidents independently and work effectively in a fast-changing manufacturing environment.
• Able to provide functional guidance to junior support team members.

• Mandarin proficiency is advantageous for communicating with Mandarin-speaking technical counterparts.

Working Relationships

• Reports to the IT Support Manager.
• Works closely with Production, Quality Assurance, Warehouse and internal IT teams.
• Coordinates with external IT solution providers and system-integration vendors.
• No direct reports, but provides functional guidance to other IT support team members.