Senior SMAX Support Engineer

Tata Consultancy Services Asia Pacific Pte Ltd; Singapore; On-site; SGD 120,000 - 190,000; Full time

Job summary

Tata Consultancy Services Asia Pacific Pte Ltd seeks an experienced Senior IT Application Support Engineer to provide end-to-end support for enterprise applications across cloud and on-premises environments. You will manage incidents, perform RCA, and ensure high service availability.

You will support Azure and AWS deployments, monitor databases, and coordinate with vendors and internal teams. The role requires ITIL-aligned processes, hands-on cloud skills, and a focus on continuous improvement

Qualifications

• 10+ years of experience in Application/Production Support in AMS environments.
• Hands-on experience with Azure and AWS cloud platforms.
• Experience with ITIL-based processes and change management.

Responsibilities

• Provide Level 1–3 application support for enterprise applications and digital platforms.
• Lead incident investigations, RCA, and service restoration.
• Support deployments, patches, upgrades, configurations, backups, and health checks under change management.
• Collaborate with business users, infrastructure, developers, vendors, and service providers.
• Monitor performance of applications, databases, and dependencies.
• Support 24x7 operations and drive continuous service improvements.
• Prepare operational reports, incident summaries, and runbooks.

Skills

Incident and problem management

ITIL aligned processes

Azure & AWS experience

Application monitoring & logs

Stakeholder management

Tools

OpenText SMAX

Git

Visual Studio

IntelliJ

Job description

Role Overview

We are seeking an experienced Senior IT Application Support Engineer to provide end-to-end support for business-critical enterprise applications across cloud and on-premises environments. The role will be responsible for incident management, problem resolution, production support, Production deployment, operational governance, and stakeholder engagement to ensure high service availability and operational excellence.

Key Responsibilities

• Provide Level 1 / Level 2 / Level 3 application support for enterprise applications and digital platforms.
• Lead incident investigation, troubleshooting, service restoration, and root cause analysis (RCA).
• Onsite hands-on support experience to fix digital signage device issues
• Support application deployments, patches, upgrades, configuration changes, maintenance activities, backups, and operational health checks while adhering to change management processes.
• Collaborate with business users, infrastructure teams, developers, vendors, and external service providers to ensure effective issue resolution and service delivery.
• Monitor application performance, integrations, databases, and infrastructure dependencies.
• Support 24x7 operational environments and drive continuous service improvements.
• Create and maintain technical documentation, knowledge articles, operating procedures, application configurations, and support runbooks to improve support efficiency and knowledge retention.
• Ensure adherence to SLA commitments and escalation procedures.
• Prepare operational reports, incident summaries, SOPs, knowledge articles, and management updates.
• Manage change requests, patches, configuration updates, and production releases.
• Prepare operational reports on application performance, incident trends, service levels, security access reviews, and support activities while driving continuous improvement and automation initiatives.

Required Skills & Experience

• 10+ years of experience in Application Support, Production Support, Digital Operations in AMS environments.
• Expertise in Incident, Problem, Change, and Service Request Management, and Excellent understanding of ITIL-aligned support processes.
• Hands-on experience supporting applications hosted on Microsoft Azure and AWS, virtualization, and application deployments.
• Expertise with application monitoring, troubleshooting, log analysis, and performance tuning.
• Strong stakeholder management and vendor coordination skills, experience managing critical incidents and major outage communications.

Technical Skills

Cloud Platforms

• Microsoft Azure , AWS

Application Technologies

• Java / J2EE, C# / .NET, Node.js, REST APIs

Databases

• Microsoft SQL Server, MongoDB, Cosmos DB

ITSM Tools

• OpenText SMAX ticketing tool

• Git , Visual Studio, IntelliJ

Preferred Qualifications

• ITIL Foundation Certification
• AWS and Azure Certification
• Experience supporting government, enterprise, or mission-critical systems
• Experience in cloud migration, production cutover, and application modernization projects