Support Engineer

AALUDRA TECH SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

AALUDRA TECH SOLUTIONS PTE. LTD. is seeking a Senior L1/L2 Support Engineer to deliver proactive production support across digital platforms, e‑commerce, and mobile apps.

The role emphasizes hands-on AWS cloud management and strong observability practices to ensure system stability and performance. You will monitor health with Datadog, New Relic, Dynatrace, Grafana and CloudWatch, analyze logs with Elasticsearch, Kibana, Splunk, and engage in on-call incident management, RCA, and ITIL-aligned

Qualifications

• 5+ years of experience in Application Support, Production Support, Technical Operations or TechOps.
• Experience in 24x7 on-call environments and incident resolution.
• Proven ability to perform RCA and prevent recurrence.
• Ability to communicate with stakeholders during incident management.

Responsibilities

• Deliver production support by diagnosing and resolving issues in digital platforms, e-commerce, web and mobile apps.
• Apply hands-on AWS Cloud expertise to manage cloud infrastructure and optimize cloud-native architecture.
• Monitor system health using observability tools to proactively address issues.
• Analyze logs with Elasticsearch, Kibana, Splunk and CloudWatch Logs to troubleshoot incidents.
• Manage APIs, microservices, web services, and integrations to ensure secure operations.
• Utilize ITSM tools like Jira Service Management or ServiceNow to track incidents, problems and changes.
• Conduct root cause analysis and apply analytical thinking to prevent recurrence.
• Implement Site Reliability Engineering principles to improve reliability and scalability.
• Communicate effectively with stakeholders during incident management.

Skills

5+ years experience in Application/RTS

Incident management

On-call readiness

Stakeholder communication

Root cause analysis

Observability mindset

Tools

Datadog

New Relic

Dynatrace

AppDynamics

Grafana

CloudWatch

Elasticsearch

Kibana

Splunk

Jira Service Management

ServiceNow

Job description

Senior L1/L2 Support Engineer

Responsibilities

• Deliver production support by diagnosing and resolving technical issues in digital platforms, e-commerce, web, and mobile applications to ensure system stability and performance.
• Apply hands-on AWS Cloud expertise to manage cloud infrastructure and optimize cloud-native application architecture.
• Utilize knowledge of CDN technologies and content delivery architecture to enhance application responsiveness and availability.
• Monitor system health and performance using observability tools such as Datadog, New Relic, Dynatrace, AppDynamics, Grafana, and CloudWatch to proactively identify and address issues.
• Analyze logs with tools like Elasticsearch, Kibana, Splunk, and CloudWatch Logs to troubleshoot and resolve incidents efficiently.
• Manage APIs, microservices, web services, system integrations, authentication, and authorization to maintain secure and reliable operations.
• Employ Jira Service Management, ServiceNow, or similar ITSM tools to track incidents, problems, and changes, ensuring adherence to ITIL best practices.
• Conduct root cause analysis (RCA) and apply analytical thinking to prevent recurrence of issues.
• Implement Site Reliability Engineering (SRE) principles and operational best practices to improve system reliability and scalability.
• Communicate effectively with stakeholders during incident management to coordinate resolution and provide timely updates.
• Support 24x7 operations by participating in on-call rotations to maintain continuous service availability.

Preferred competencies and qualifications

• Experience in Application Support, Production Support, Technical Operations, or TechOps with 5+ years of relevant work.

Other Information

• Willingness to work in a 24x7 support and on-call environment.