Senior IT Support Engineer

ingrasys (singapore) pte. ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

ingrasys (singapore) pte. ltd. seeks an L2/L3 manufacturing IT systems lead to provide overlapping day and night support, ensuring shopfloor and warehouse systems run smoothly.

You will work with tech leaders and production users to resolve issues, test new functions, and drive continuous IT support improvements. The role requires a bachelor’s degree in IT/engineering and 3–5 years’ MES/ERP experience, with English and Mandarin fluency.

Qualifications

• Bachelor's degree or higher in IT, engineering, or related field.
• 3–5 years of experience supporting manufacturing applications in a production environment.
• Proficient in English and Mandarin for cross-border communication.
• Hands-on with MES/ERP systems and Industry 4.0 processes.
• Strong SQL skills and debugging tooling for system troubleshooting.
• Solid understanding of software lifecycle management.

Responsibilities

• Lead L2/L3 support across day and night shifts to maintain uptime.
• Monitor shopfloor and warehouse systems for continuous operation.
• Perform deep diagnostics and root cause analysis on escalations.
• Collaborate with L3 and leaders to resolve complex issues.
• Coordinate testing of new functions and knowledge transfer.
• Engage with production users for UAT and hypercare on releases.
• Maintain and improve the IT knowledge base documenting events.
• Follow application control policies for releases and deployments.
• Develop team knowledge and RCIA skills with the IT Support Manager.

Skills

SQL query writing

Analytical troubleshooting

English and Mandarin comms

Education

Bachelor's degree or higher in IT/engineering

Tools

MES

ERP

Job description

Job Summary

Lead L2/L3 manufacturing system support during overlapping day and night hours, ensuring shopfloor and warehouse system uptime. Collaborate with tech leaders and production users to resolve issues, test new functions, and drive continuous IT support improvements.

Responsibilities

• Lead L2/L3 manufacturing system support during overlapping day and night shifts to maintain system stability and uptime
• Monitor and maintain shopfloor and warehouse system health to ensure continuous operation
• Perform deep backend diagnostics and root cause analysis upon issue escalation from L1 support
• Collaborate with L3 and technical leaders to resolve complex system issues beyond immediate resolution
• Coordinate and conduct testing of new system functions and facilitate knowledge transfer to users and support teams
• Engage with production floor users to analyze system functions, participate in User Acceptance Testing (UAT), and provide hypercare for new releases
• Guide and review IT knowledge base content maintained by support teammates to document key shopfloor events and promote continuous improvement
• Follow IT application control policies to implement system enhancements, functional releases, and deployment activities
• Continuously develop support knowledge and root cause analysis skills to strengthen the IT support team alongside the IT Support Manager

Required competencies and certifications

• Bachelor's degree or higher in Information Technology, Computer Engineering, Electrical Engineering, or relevant field
• Minimum 3 to 5 years of experience supporting manufacturing applications in a manufacturing environment
• Proficient in spoken and written English and able to speak Mandarin for communication with IT counterparts
• Experience with manufacturing execution systems (MES), enterprise resource planning (ERP), and Industry 4.0 processes
• Skilled in relational databases, SQL query writing, and debugging tools for system troubleshooting
• Strong analytic and troubleshooting skills to quickly and independently resolve issues in a fast-changing environment
• Familiarity with software lifecycle management concepts and procedures

Preferred competencies and qualifications

• Experience with helpdesk management systems is a bonus

Other Information

• Working hours: Mon to Fri, 1pm to 10pm
• Working location: Opposite IKEA