Cloud Engineer

Key Responsibilities

Incident & SLA Management

• Respond to, triage, and resolve incidents (P1–P4) within contracted SLAs, owning each ticket from detection through to resolution.
• Drive root-cause analysis (RCA) and contribute to post-incident reviews for major incidents.
• Provide clear, timely updates to customers and internal stakeholders throughout the incident lifecycle.

Monitoring, Alerting & Standby

• Serve on the standby / on-call rota and respond promptly to alerts raised by the monitoring platform (Elastic APM and associated observability tooling).
• Proactively monitor dashboards and system health to detect and address issues before they impact service.
• Tune alert thresholds and reduce alert noise to improve signal quality and response efficiency.

Troubleshooting & Cross-TeamCollaboration

• Partner with application, network, security, platform, and other engineering teams to diagnose and resolve complex issues spanning multiple domains.
• Escalate to L3 / specialist teams or vendors (e.g., AWS Support) where required, and manage the escalation through to closure.

Operational Support (BAU)

• Perform day-to-day operational support of AWS environments — compute (EC2), storage (S3 / EBS), networking (VPC, security groups, load balancers), IAM, patching, and backup/restore.
• Execute changes in line with ITIL change management processes and maintain a strong compliance and audit posture.
• Contribute to problem management and continuous service-improvement initiatives.

Documentation & Governance

• Maintain and improve runbooks, standard operating procedures (SOPs), and knowledge-base articles.
• Adhere to Singapore Government security requirements (e.g., IM8) and GCC (Government Commercial Cloud) governance and operating standards.

Required Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–4 years of relevant experience as a Day-2 Cloud / Cloud Operations Engineer supporting production AWS environments.
• Solid working knowledge of core AWS services (EC2, S3, VPC, IAM, CloudWatch, ELB, RDS).
• Hands-on experience with ITIL-aligned incident, problem, and change management in a managed-services or operations context.
• Demonstrated experience supporting Singapore Government accounts.
• GCC (Government Commercial Cloud) experience — familiarity with GCC operating models, controls, and governance.
• Willingness and ability to participate in a standby / on-call and shift rota.
• Strong troubleshooting mindset with the ability to remain composed and effective during high-pressure incidents.

Preferred (Nice-to-Have)

• Experience with Elastic APM / the Elastic Stack (Elasticsearch, Kibana) for application performance monitoring and observability.
• AWS certification — AWS Certified SysOps Administrator – Associate or Solutions Architect – Associate.
• Scripting / automation skills (Python, Bash) and Infrastructure-as-Code (Terraform or CloudFormation).
• ITIL Foundation certification.
• Exposure to other observability / monitoring tools (CloudWatch, Grafana, Prometheus).