OPERATIONS SUPPORT ENGINEER

An operations support engineer will be working withCustomer’s product team that seeks to design and develop software applicationsthat help Customers to better serve the needs of the people of Singapore. Tothat end, the Customer employs an agile approach towards development, and worktowards adopting the best practices and tools used in the top technologycompanies and organisations.

The Customer is looking for a Operations Support Engineerwho will be part of the main development team to provide L1 and L2 and L3-codelevel changes support to an internal product. The Operations Engineer in ITproduct management is responsible for ensuring the reliability, stability, andefficiency of our technical infrastructure. The individual will work closelywith developers, product managers, and user support to identify and rectify anyissues that could affect the performance of the system. This role is crucial inmaintaining high uptime and providing the expected level of service to ourusers.

Responsibilities include monitoring system performance,resolving technical issues, coordinating with different teams for problemresolution, creating preventive measures(optional), and maintainingdocumentation related to system configuration, process, and service records.

· Monitor andanalyse the current state of various product runtime environment (productionand non-production) to ensure optimum system performance, and work outdata-based strategy for continuous improvement. Work with application teams,solution architects, security consultants, and other teams to implementimprovement plans.

• Work closely with business users to setup AWS Quick environment to support AI use cases.

· Manageapplication and security incidents, conduct problem determination, work withvarious internal teams and vendors to resolve issues on a timely basis to meetSLA, provides reporting and escalation to higher management or incidentcommittee if necessary.

· Developoperations and processes guide to ensure every aspect of operations isdocumented and complies with audit requirements.

· Manage day-to-dayoperation activities, analyse statistics and write status and progress reports,and present findings to stakeholders and higher management.

· Manage operationsteam consisting of staff and vendors, ensuring support is available on a 24/7basis.

EXPERIENCE AND SKILLS NEEDED

· Bachelor's degreein Computer Science, Information Technology, or a related field.

· Proven experienceas an Operations Engineer or similar role in an IT setting.

· Implement changemanagement and incident management workflows, using ITSM tools e.g. AWSQuick, Zendesk, ServiceDesk to automate workflows is advantageous

· Implementsecurity and access control measures to control privileged access to test andproduction environment.

· Implement fullstack monitoring (i.e. application and infrastructure) using ApplicationPerformance Management (APM) tools. Familiarity with cloud native monitoringoptions (e.g. Cloudwatch) is preferred.

· Identify andimplement process automation to minimum downtime and human errors. Familiaritywith scripting tools e.g. Terraform, Ansible is preferred.

· Experienced inagile methodologies, DevOps pipelines, test-driven development, andinfo-security practices.

· Able to workcollaboratively with a high performance team and influence with positiveenergy.

· Resourceful andable to work out solutions with innovative thinking and new tech.

· Experienced withmanagement cloud infrastructure and services / certification with GPC, GCC(i.e. AWS, Azure, Google Cloud) or equivalent cloud platforms will bepreferred.

· Experience in AWSecosystem services and development of AI applications demonstrating proficiencyin RAG, tool calling, workflow automation, data lakes are highly advantageous.

· Excellentproblem-solving skills.

· Strongcommunication skills, with the ability to communicate complex technical issuesto non-technical teams.