Operations Support Engineer

An operations support engineer will be working with the product team that seeks to design and develop software applications that help product team to better serve the needs of the people of Singapore. To that end, we employ an agile approach towards development, and work towards adopting the best practices and tools used in the top technology companies and organizations. You will be part of the main development team to provide L2 and L3-code level changes support to an internal product. The Operations Engineer in IT product management is responsible for ensuring the reliability, stability, and efficiency of our technical infrastructure. The individual will work closely with developers, product managers, and user support to identify and rectify any issues that could affect the performance of the system. This role is crucial in maintaining high uptime and providing the expected level of service to our users.

Key Responsibilities: 

• 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 analyze 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.
• 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, analyze 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. Remedy, 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, Stackdriver) and the OpenAPM stack 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 of cloud infrastructure and services / certification with GPC, GCC (i.e. AWS, Azure, Google Cloud) or equivalent cloud platforms will be preferred.
• Excellent problem-solving skills.
• Strong communication skills, with the ability to communicate complex technical issues to non-technical teams.
• Good to have Sitecore XM Cloud Developer/ Sitecore Order Cloud Certification