L2 Engineer

ALTEN Group is a world leader in Engineering and Technology consulting services providing outsourced Engineering, R&D, and IT Services for different industries such as Transportation, Defence, Energy and Security with 55,000 engineers in nearly 35 countries. ANOTECH is the subsidiary of the Group delivering ALTEN's Engineering Services in Singapore.

As a Level 2 Engineer, you will participate in advanced troubleshooting, in-depth analysis of problems, and implementing solutions that may involve more specialized knowledge for a mission-critical 24x7 system.

Responsibilities:

Operational Support

. Provide level 2 support operations for mission-critical system and infrastructure

. Provide troubleshooting and diagnostics for incidents escalated from level 1

. Ensure adherence to SLA, system availability

Application Support

. Investigate and resolve application incidents escalated from Level 1 perform root cause analysis and workarounds where possible

. Monitor application logs, integration points such as REST API, message queues, file-based transfer

. Perform application health checks to proactively identify issues and ensure uptime

. Liaise with Level 3 to resolve complex application issues and escalate bugs or enhancement requests

. Support and maintain job schedulers, interface configurations and integration points

. Maintain and support application configurations, environment-specific settings and integration parameters

. Document known issues, resolution procedure, rollback in the knowledge base

Incident & Problem Management

. Resolve P1/P2 issues within SLA

. Perform resolution and communications

. Perform root cause analysis and recommend permanent fixes

. Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

. Perform operational impact assessment

. Present change in Change Advisory Board

. Pre-Change Preparation such as review Change Request and Release Plan

. Documentation update in the knowledge base

. Post change review and feedback

Patch Management

. Perform patch management readiness

. Stakeholder coordination and team coordination

. System Readiness and Post-Patch Validation

. Documentation update and knowledge transfer

. Compliance and audit readiness

Documentation and Compliance

. Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook

. Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts

. Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned

. Maintain application documentation

. Knowledge Management

Configuration Management

. Perform validation and accuracy of configurations

. Maintain readiness of operational documentation

. Perform audit to confirm compliance of configurations

. CMDB asset verification

. Change-linked configuration tracking

. Ensure environment consistency between DEV - IVVQ - ISO-PROD - UAT and PROD

Testing and Verification

. Ensure operational readiness testing before production deployment rollout

. Ensure post-change verification coordination

. Perform regression and sanity test following patching or upgrades, in UAT and PROD

. Participation in user acceptance testing

Knowledge Management

. Documentation of resolution

. Knowledge Base Contribution

. Validation of knowledge

. Subject Matter Expertise Sharing

Root Cause Analysis

. Gather logs, system metrics at the time of failure

. Reproduction of issues in a controlled environment to understand the conditions under which it occurs

. Determine the scope and severity in terms of the systems affected, downtime duration and business impact

. Narrow down the possible sources of causing the failure

. Use of diagnostic tools such to analyse the application behaviour

. Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Work Schedule

. Require rotational on-call duty support

. Available for graveyard hours change request deployment as scheduled

Requirements:

Education and Experience:

. Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline

. At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector

. At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers

. Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis

. Preferably certification in Red Hat Enterprise Linux or Kubernetes

Knowledge/Skills

. Operating Systems. RHEL (90%) and Windows Server (10%)

. Networking Fundamentals

. Middleware & Infrastructure (Web Server - Nginx, App Servers - Kubernetes with containers (Docker + Spring Boot)

. Message Queues (IBM MQ, Kafka)

. Java, C#, MQTT, Golang

. Database (SQL Server, PostgreSQL)

. ITIL/ITSM Process Knowledge

. Security Awareness

. DR and HA concepts

. Strong Technical Skills

. Leadership & Coordination

. Communication & Collaboration

. Operational Governance

Personal Attributes

. Must be eligible to obtain G50 security clearance

. Background checks will be conducted as part of the clearance process

. Strong composure under intense pressure

. Strong communication skills both written and spoken

. Attention to Detail

. Continuous Learner

. High Integrity and Professionalism

. Initiative and Proactiveness