- Location
- Singapore, Singapore
- Type
- Full-time
- Education
- Bachelor
- Source
- Workday
Description
Knowledge, Skills & Abilities:
Core Responsibilities
- Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks.
- Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene.
- Participate in incident triage, escalation, coordination, and resolution activities.
- Support shift handovers and maintain service continuity across operations.
- Maintain accurate operational records, reports, and documentation.
- Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations.
- Identify process gaps and contribute to continuous improvement initiatives.
- Support knowledge base maintenance, operational reviews, and reporting activities.
Additional Responsibilities for More Senior Candidates
- Serve as a first-level escalation point of contact for operational issues.
- Guide major incident handling and support bridge calls when needed.
- Oversee workload distribution and operational execution across shifts.
- Coach junior team members and provide structured guidance and feedback.
- Help drive process standardization, documentation quality, and operational excellence.
- Act as backup team lead or operational coordinator when required.
Requirements / Qualifications
Must-have Qualifications
- Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
- Experience in operations, cloud support, network operations, technical support, or incident management environments.
- Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
- Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
- Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
- Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
- Ability to work in a fast-changing environment and manage multiple operational priorities.
- Strong ownership, accountability, and execution mindset.
Nice-to-have Qualifications
- Experience acting as a shift lead, escalation point, or operational coordinator.
- Exposure to cloud infrastructure operations, service monitoring, or production support environments.
- Experience supporting major incident response and stakeholder communications.
- Experience maintaining documentation standards and improving operational workflows.
- Exposure to automation, scripting, or process optimization initiatives.
- Experience supporting reporting, metrics tracking, or service review preparation.
- Prior experience working with distributed teams, vendors, or regional support functions.
Preferred Qualifications
- Proven ability to work independently with minimal supervision.
- Experience mentoring team members or supporting onboarding and knowledge transfer.
- Strong stakeholder management skills and confidence in escalation scenarios.
- Interest in automation and continuous improvement of operational efficiency.
- High adaptability, learning agility, and willingness to challenge inefficient processes.
- Experience supporting projects or mini-projects under tight timelines.
Skills
Compliance