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