Operations Support Engineer

About the Role

An Operations Support Engineer will be working with the product team that seeks to design and develop software applications that help users better serve the needs of the people of Singapore. The team employs an agile approach towards development and works towards adopting the best practices and tools used in leading technology companies and organisations.

The team is looking for an Operations Support Engineer who will be part of the main development team to provide L1, L2, and L3 code-level support to an internal product. The Operations Engineer in IT product management is responsible for ensuring the reliability, stability, and efficiency of the technical infrastructure.

The individual will work closely with developers, product managers, and user support teams to identify and rectify issues that could affect system performance. This role is crucial in maintaining high uptime and providing the expected level of service to users.

Responsibilities include monitoring system performance, resolving technical issues, coordinating with different teams for problem resolution, creating preventive measures (optional), and maintaining documentation related to system configuration, processes, and service records.

Key Responsibilities

• Monitor and analyse the current state of various product runtime environments (production and non-production) to ensure optimum system performance, and develop data-driven strategies for continuous improvement.
• Work with application teams, solution architects, security consultants, and other teams to implement improvement plans.
• Work closely with business users to set up AWS Quick environments to support AI use cases.
• Manage application and security incidents, conduct problem determination, and work with various internal teams and vendors to resolve issues on a timely basis to meet SLA requirements.
• Provide reporting and escalation to higher management or incident committees when necessary.
• Develop operations and process guides to ensure every aspect of operations is documented and complies with audit requirements.
• Manage day-to-day operational activities, analyse statistics, write status and progress reports, and present findings to stakeholders and higher management.
• Manage an operations team consisting of staff and vendors, ensuring support is available on a 24/7 basis.

Experience and Skills Needed

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as an Operations Engineer or in a similar role within an IT environment.
• Experience implementing change management and incident management workflows using ITSM tools such as AWS Quick, Zendesk, and ServiceDesk to automate workflows is advantageous.
• Experience implementing security and access control measures to control privileged access to test and production environments.
• Experience implementing full-stack monitoring (application and infrastructure) using Application Performance Management (APM) tools.
• Familiarity with cloud-native monitoring solutions such as CloudWatch is preferred.
• Experience identifying and implementing process automation to minimise downtime and human errors.
• Familiarity with scripting and automation tools such as Terraform and Ansible is preferred.
• Experience with agile methodologies, DevOps pipelines, test-driven development, and information security practices.
• Ability to work collaboratively within a high-performance team and influence others with positive energy.
• Resourceful with the ability to develop solutions through innovative thinking and new technologies.
• Experience managing cloud infrastructure and services. Certifications in AWS, Azure, Google Cloud, or equivalent cloud platforms are preferred.
• Experience with AWS ecosystem services and development of AI applications, demonstrating proficiency in: Retrieval-Augmented Generation (RAG), Tool Calling, Workflow Automation, Data Lakes are highly advantageous.
• Excellent problem-solving skills.
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams.