We are seeking a dedicated Operations Support Engineer to provide technical support and maintain the stability of our operational systems across on-premises and cloud environments. The successful candidate will be responsible for monitoring system performance, troubleshooting issues, and ensuring smooth day-to-day operations while supporting both internal teams and external customers.
Key Responsibilities
System Monitoring and Maintenance
- Monitor critical systems and applications to ensure optimal performance and availability
- Perform routine maintenance tasks including system updates, patches, and configuration changes
- Maintain system documentation and operational procedures to ensure knowledge continuity
Incident Management and Troubleshooting
- Respond to system alerts and incidents in accordance with established service level agreements
- Diagnose and resolve technical issues across on-prem platforms and applications
- Escalate complex problems to appropriate technical teams whilst maintaining clear communication with stakeholders
User Support and Service Delivery
- Provide technical support to internal users and external customers through various channels including phone, email, and ticketing systems
- Document and track support requests to ensure timely resolution and maintain service quality metrics
- Collaborate with development and infrastructure teams to resolve application-related issues
Process Improvement and Documentation
- Identify opportunities for process improvements and automation to enhance operational efficiency
- Create and maintain technical documentation, runbooks, and standard operating procedures
- Participate in post-incident reviews and contribute to preventive measures implementation
Required Qualifications
- Polytechnic diploma and/or Bachelors degree in Computer Science, Information Technology, Engineering, or related field
- At least 2 years of practical experience managing Singapore Government IT systems on-premises and/or in cloud environments
- Minimum 2 years of experience in technical support, system administration, and operations roles in Government Commercial Cloud (GCC)
- Strong understanding of operating systems including Windows and Linux environments is preferred
Technical Skills
- Experience with cloud systems and basic SQL query writing
- Knowledge of networking fundamentals including TCP/IP, DNS, and HTTP protocols
- Familiarity with monitoring tools and ticketing systems
- Basic scripting abilities in languages such as AWS CLI, PowerShell, Bash, or Python
Essential Competencies
- Excellent analytical and problem-solving skills with attention to detail
- Strong communication skills for interacting with technical and non-technical stakeholders
- Ability to work effectively under pressure and manage multiple concurrent issues
- Customer service orientation with a commitment to service excellence
Preferred Technical Qualifications
- Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform
- Knowledge of ITIL framework and service management best practices
- Understanding of DevOps principles and CI/CD processes
- Relevant technical certifications in ITIL and AWS
