L2/L3 Operations Support Engineer (Public Sector)

About the role

You'll be embedded in a product team building software that serves the people of Singapore - working agile, adopting best-in-class practices, and taking real ownership of production reliability. As the Operations Support Engineer, you're the person who keeps the lights on and makes the system better: monitoring environments, resolving incidents, and driving continuous improvement across the stack.

Responsibilities

• Incident & Operations Management
• Provide L2 and L3 (code-level) support for an internal product
• Manage application and security incidents end-to-end - from determination through resolution - meeting SLA commitments
• Escalate and report to management or incident committees where necessary
• Ensure 24/7 support coverage across staff and vendor teams
• Monitoring & Performance
• Monitor and analyse production and non-production environments to maintain optimum system performance
• Implement full-stack monitoring (application + infrastructure) using APM tools
• Develop data-driven strategies for continuous improvement
• Process & Automation
• Identify and implement process automation to minimise downtime and human error
• Implement change and incident management workflows using ITSM tools (Remedy, Zendesk, ServiceDesk, or equivalent)
• Implement security and access control measures for privileged access to test and production environments
• Collaboration & Reporting
• Work with application teams, solution architects, security consultants, and vendors on improvement plans
• Develop operations and process guides that meet audit requirements
• Produce status and progress reports; present findings to stakeholders and senior management

Requirements

• Degree in Computer Science, Information Technology, or a related field
• Proven experience in an operations engineering or similar IT role
• Hands-on experience with cloud infrastructure (AWS, Azure, or GCP); relevant certification preferred
• Familiarity with DevOps pipelines , agile methodologies, and infosec practices
• Strong problem-solving skills and ability to communicate complex technical issues to non-technical audiences
• Strong pluses
• Experience with ITSM tools for workflow automation (Remedy, Zendesk, ServiceDesk)
• Familiarity with cloud-native monitoring (CloudWatch, Stackdriver) and the OpenAPM stack
• Scripting and IaC experience with Terraform, Ansible, or equivalent
• Experience on GCC or GPC (Singapore government commercial cloud) environments
• Sitecore XM Cloud Developer or Sitecore OrderCloud certification
• You'll Thrive Here If You
• Take ownership of production reliability without needing to be asked
• Are resourceful and inventive when conventional solutions fall short
• Bring positive energy to a high-performance, collaborative team
• Can hold both the technical detail and the stakeholder conversation at the same time

Additional Information

1-year contract, renewable Hybrid work arrangement Government project

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