Technical Operations Engineer

International SOS; Singapore; On-site; SGD 120,000 - 190,000; Full time

Job summary

International SOS is seeking a Technical Operations Engineer to maintain operational excellence across systems and processes. You will handle incidents, monitoring, and continuous improvement, while collaborating with engineering, product, and customer support teams.

Your role includes automating workflows, developing tools, and ensuring compliance with security standards in a data-driven environment.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years in Technical Operations, IT Operations, System Support, or related role.
• Strong troubleshooting and analytical skills.
• Experience with ticketing systems and monitoring tools.
• Proficiency in SQL, Excel, or data analysis tools.
• Strong programming skills: .NET, Java, Python, JavaScript, etc.
• Experience with monitoring tools: Datadog, Prometheus, Grafana, CloudWatch, ELK.
• Cloud experience (Azure, AWS, or GCP) and scripting automation knowledge.
• Familiarity with ITIL, Agile, or DevOps methodologies.

Responsibilities

• Be on rotation for availability incidents and provide support for customer service engineers.
• Proactively develop scripts and tools to prevent incidents.
• Monitor and maintain daily operational performance of systems and services.
• Ensure timely resolution of operational issues and service disruptions.
• Manage operational workflows and process adherence.
• Investigate, troubleshoot, and resolve technical issues.
• Coordinate cross-functional teams during incidents and escalations.
• Conduct root cause analysis and implement preventive actions.
• Identify inefficiencies and recommend automation opportunities.
• Create and maintain SOPs and drive improvement projects.
• Monitor and report on operational KPIs and service metrics.
• Analyze trends, risks, and performance gaps; prepare dashboards and reports.
• Partner with Engineering, Product, Customer Support, and Business Ops teams.
• Provide operational guidance and communicate status updates effectively.
• Ensure compliance with operational policies and security standards; risk mitigation.

Skills

Troubleshooting

Analytical skills

Stakeholder mgmt

Programming

Scripting

Communication

Education

Bachelor's degree in CS/IS/Engineering

Tools

Datadog

Prometheus

Grafana

CloudWatch

ELK

Job description

The Role

The Technical Operations Engineer is responsible for maintaining operational excellence across systems, processes, and technology platforms. This role focuses on incident management, operational monitoring, process optimization, stakeholder support, and continuous improvement to ensure reliable business and customer operations.

Responsibilities

Operations Management

• Be on rotation for availability incidents and provide support for customer service engineers.
• Proactively develop scripts and tools to prevent incidents from ever happening.
• Monitor and maintain daily operational performance of systems and services.
• Ensure timely resolution of operational issues and service disruptions.
• Manage operational workflows and process adherence.

Incident & Escalation Management

• Investigate, troubleshoot, and resolve technical issues.
• Coordinate cross-functional teams during incidents and escalations.
• Conduct root cause analysis and implement preventive actions.

Process Improvement

• Identify inefficiencies and recommend automation opportunities.
• Create and maintain Standard Operating Procedures (SOPs).
• Drive operational excellence initiatives and continuous improvement projects.

Data Analysis & Reporting

• Monitor and report on operational KPIs and service metrics.
• Analyze trends, risks, and performance gaps.
• Prepare dashboards and management reports.

Stakeholder Collaboration

• Partner with Engineering, Product, Customer Support, and Business Operations teams.
• Provide operational guidance and technical support to stakeholders.
• Communicate status updates and recommendations effectively.

Compliance & Risk Management

• Ensure compliance with operational policies and security standards.
• Identify operational risks and develop mitigation plans.
• Support audit and governance activities as required.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years of experience in Technical Operations, IT Operations, System Support, Data Operations, or a related role.
• Strong troubleshooting and analytical skills.
• Experience with ticketing systems and monitoring tools.
• Proficiency in SQL, Excel, or data analysis tools.
• Excellent communication and stakeholder management skills.
• Strong programming skills, Net, Java, Python, JavaScript, etc.
• Strong experience with Monitoring tools: Datadog, Prometheus, Grafana, Cloudwatch, ELK, etc.
• Experience with cloud platforms (Azure, AWS, or GCP).
• Knowledge of scripting or automation tools (Python, PowerShell, Shell Scripting).
• Familiarity with ITIL, Agile, or DevOps methodologies.
• Experience supporting large-scale production environments.