Senior Production Support Engineer - Cloud & E-commerce

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. seeks a seasoned application support professional to serve as the primary L1/L2 contact for digital platforms, e-commerce sites, and customer-facing services.

You will monitor queues, triage incidents, perform RCA, and drive runbooks and knowledge base improvements to enhance reliability. Responsibilities include collaborating with engineering for improved system resilience, managing alerts, and supporting deployments with on-call rotations across multiple time

Qualifications

• 5+ years of experience in Application Support, Production Support, Technical Operations, or related roles.
• Strong knowledge of AWS cloud services and operational support.
• Good understanding of cloud-native application architecture.
• Experience with monitoring and observability platforms.

Responsibilities

• Act as the primary L1/L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.
• Monitor incident queues, service requests, alerts, and support tickets with adherence to SLAs.
• Lead incident triage, troubleshooting, escalation, and resolution activities.
• Perform impact assessment and coordinate with stakeholders during service disruptions.
• Support incident management activities and communicate during outages.
• Conduct post-incident reviews and root cause analysis (RCA).
• Develop and maintain runbooks, procedures, and knowledge base articles.
• Monitor system health and optimize alerts to reduce noise.
• Collaborate with engineering to improve reliability and site reliability engineering practices.
• Participate in 24x7 on-call rotation and deployment support.

Skills

Troubleshooting

Analytical thinking

Ownership

Communication

Stakeholder management

On-call readiness

Investigative mindset

Documentation

Tools

Datadog

New Relic

Dynatrace

AppDynamics

Grafana

CloudWatch

Elasticsearch

Kibana

Splunk

Job description

RAPSYS TECHNOLOGIES PTE. LTD. seeks a seasoned application support professional to serve as the primary L1/L2 contact for digital platforms, e-commerce sites, and customer-facing services.

You will monitor queues, triage incidents, perform RCA, and drive runbooks and knowledge base improvements to enhance reliability. Responsibilities include collaborating with engineering for improved system resilience, managing alerts, and supporting deployments with on-call rotations across multiple time