Senior SMAX Support Engineer

Tata Consultancy Services (TCS); Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Tata Consultancy Services (TCS) Singapore seeks an experienced Senior IT Application Support Engineer to provide end-to-end support for critical enterprise applications across cloud and on-prem environments. You will manage incidents, apply RCA, and coordinate changes.

The role requires hands-on cloud experience with Azure and AWS, strong ITIL practices, and the ability to work with stakeholders, vendors, and cross-functional teams to ensure high service availability.

Qualifications

• 10+ years in Application/Production Support in AMS environments.
• ITIL-aligned incident, problem, change, and service request processes.
• Hands-on cloud and on-prem apps with Azure and AWS.
• Experience with monitoring, troubleshooting, log analysis and performance tuning.
• Strong stakeholder management and vendor coordination with major incidents.
• Experience with government/enterprise or mission-critical systems a plus.
• Experience with cloud migration, production cutover, and application modernization projects.

Responsibilities

• Provide Level 1–3 application support for enterprise apps and digital platforms.
• Lead incident investigations, RCA, service restoration, and root cause analysis (RCA).
• Onsite hands-on support for digital signage device issues.
• Support deployments, patches, upgrades, configuration changes, maintenance activities, backups, and health checks per change control.
• Collaborate with business users, infrastructure teams, developers, vendors to resolve issues and ensure 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.
• 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.

Skills

Incident management

Problem management

Change management

Service request management

ITIL processes

Azure

AWS

Virtualization

Application deployments

Monitoring

Troubleshooting

Log analysis

Performance tuning

Stakeholder management

Vendor coordination

Major outage communications

Java/J2EE

C#/.NET

Node.js

REST APIs

SQL Server

MongoDB

Cosmos DB

OpenText SMAX

Git

Visual Studio

IntelliJ

ITIL Foundation

AWS Certification

Azure Certification

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