1. Role Overview
The Operations Support Engineer (IT) is responsible for ensuring the reliability, security, and smooth operations of IT systems hosted both in onpremise data centres and the Government Commercial Cloud (GCC). The role covers infrastructure operations, incident management, maintenance, cloud support, vendor management and budget management.
2. Roles and Responsibilities
- Provide operation support for systems hosted in Government Commercial Cloud (GCC, AWS) and on-prem data centres. Our systems are operating on 24 x 7 basis.
- Ensures optimal system performance, troubleshoot incidents, resolves technical issues, provides technical support and ensure minimal downtime for business continuity
- Maintains high levels of system availability, security, and compliance with government IT policies and standards
- Coordinate with cross-functional teams, vendors and external service providers to resolve technical issues and meet service level agreements (SLAs)
- Prepare status and progress reports, and present insights to stakeholders and senior management
- Identify and implement process automation initiatives to reduce manual effort, minimise human error and improve system reliability
- Utilise infrastructure-as-code and automation tools such as Terraform and Ansible for infrastructure provisioning, configuration management and operational efficiency
- Maintain operational documentation and SOPs including deployment procedures, production support runbooks, and incident response protocols
- Manage and support project budgeting, billing, cost tracking and cost recovery activities
- Manage and resolve day-to-day IT issues related to applications, infrastructure and security, to support smooth daily operations
- Perform ongoing maintenance and administration of cloud resources including computer, networking, security groups, IAM and monitoring dashboards
- Handle routine and ad-hoc operational administration, including logistics and maintenance coordination
- Support the rollout of new infrastructure components and application deployments, ensuring smooth transition into operations.
- Perform other ad-hoc duties as required to ensure efficient and uninterrupted operations
- Execute and support production deployments including coordinating deployment schedules, performing deployment validation, managing rollback procedures when necessary, and ensuring zero-downtime deployments where possible
- Develop and maintain deployment pipelines and automation scripts to streamline production releases and reduce deployment risks
3. Requirements
- Bachelor's degree in IT, Computer Science, or a related field, or equivalent relevant working experience.
- 4-6 years of relevant experience in IT operations or infrastructure support.
- Hands on experience supporting IT infrastructure, including servers and Windows/Linux operating systems, as well as cloud operations (Government Commercial Cloud - GCC, AWS is advantageous)
- Strong troubleshooting experience in resolving application, infrastructure, and security-related issues experience within a Singapore government environment is preferred
- Familiarity with enterprise IT governance frameworks and the adoption of digital services in large-scale or regulated environments.
- Experience working with IT Service Management (ITSM) tools such as Jira and/or ServiceNow.
- Relevant professional certifications such as ITIL, AWS Essentials, or AWS Solutions Architect are advantageous.
- Ability to work independently with minimal supervision, as well as collaboratively within cross-functional teams and with stakeholders at all levels.
- Strong analytical and problem-solving skills, with the ability to prioritise tasks and manage multiple workstreams effectively in a fast-paced environment.
