Operations Support Engineer

Role and responsibilities

Incident Response and Triage:

Manage and monitor production support Mailbox and take appropriate actions on incoming cases.

Create ticket if necessary

Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.

Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.

Consult dev teams for resolution if required.

Escalate to relevant dev teams if involved codes fixings or system enhancement.

Schedule maintenance support:

Communicate with external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.

Apps testing after maintenance

Ensure app services back to normal after maintenance

Perform BAU activities:

Monitor performance and availability of applications

Monitor successful runs of batch jobs

Account Review: Annual and monthly review for OS, DB, Priviledge user accounts, Outsystem, GCC 2.0 etc)

Pre-requisites:

1. Technical Skills

Troubleshooting and analytical skills

Knowledge of log analysis and debugging techniques

Basic understanding of SQL and database querying

Familiarity with monitoring tools and systems

Understanding of application architecture and infrastructure

2. Educational/Professional Background

IT-related degree or equivalent experience

Experience in application support

Knowledge of incident management

3. Soft Skills

Good communication skills (written and verbal)

Strong stakeholder management and problem-solving abilities

Good time management and prioritisation skills

Positive mindset and ability to work under pressure

Customer service orientation

4. Positive Attitude & Mindset

Proactive approach to problem-solving

Willingness to learn and adapt to new changes

Team player with collaborative mindset

Takes ownership of issues through to resolution

Open to feedback and continuous improvement

Shows initiative in identifying and suggesting process improvements