Operations Support Engineer (ITSM, AWS) -

SCOPE

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, process, and service records.

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

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

. Manage application and security incidents, conduct problem determination, work with various internal teams and vendors to resolve issues on a timely basis to meet SLA, provides reporting and escalation to higher management or incident committee if necessary.

. Develop operations and processes guide to ensure every aspect of operations is documented and complies with audit requirements.

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

. Manage 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 similar role in an IT setting.

. Implement change management and incident management workflows, using ITSM tools e.g. AWS Quick, Zendesk, ServiceDesk to automate workflows is advantageous

. Implement security and access control measures to control privileged access to test and production environment.

. Implement full stack monitoring (i.e. application and infrastructure) using Application Performance Management (APM) tools. Familiarity with cloud native monitoring options (e.g. Cloudwatch) is preferred.

. Identify and implement process automation to minimum downtime and human errors. Familiarity with scripting tools e.g. Terraform, Ansible is preferred.

. Experienced in agile methodologies, DevOps pipelines, test-driven development, and info-security practices.

. Able to work collaboratively with a high performance team and influence with positive energy.

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

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

. Experience in AWS ecosystem services and development of AI applications demonstrating proficiency in 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.