JOB DESCRIPTION
Work Location: Singapore
Open to: Singapore Citizens and Singapore PR holders.
Incident & SLA Management
- Monitor, triage, and resolve incidents (P1-P4) within agreed Service Level Agreements (SLAs), ensuring end-to-end ownership from detection through resolution.
- Conduct root cause analysis (RCA) and contribute to post-incident reviews for major service disruptions.
- Provide clear, accurate, and timely communication to customers and internal stakeholders throughout the incident management lifecycle.
- Ensure compliance with incident management processes and maintain high service availability standards.
Monitoring, Alerting & On-Call Support
- Participate in the standby/on-call rotation and respond promptly to alerts generated by monitoring platforms, including Elastic APM and other observability tools.
- Continuously monitor system health, application performance, and operational dashboards to proactively identify and mitigate potential issues.
- Optimize alert configurations and thresholds to reduce false positives and improve operational efficiency.
Troubleshooting & Cross-Functional Collaboration
- Collaborate closely with application, network, security, cloud, and infrastructure teams to investigate and resolve complex technical issues.
- Escalate incidents to Level 3 support teams, specialized engineering teams, or external vendors (e.g., AWS Support) when necessary, and drive issues through to resolution.
- Support problem management activities by identifying recurring issues and implementing long-term corrective actions.
AWS Operational Support (BAU)
- Provide day-to-day operational support for AWS environments, including:
- Compute Services (EC2)
- Storage Services (S3, EBS)
- Networking (VPC, Security Groups, Load Balancers)
- Identity & Access Management (IAM)
- Patching, Backup, and Recovery Operations
- Execute infrastructure and platform changes in accordance with ITIL-based change management processes.
- Maintain compliance, security, and audit requirements while ensuring service stability and reliability.
- Contribute to continuous service improvement initiatives and operational excellence programs.
Documentation & Governance
- Develop, maintain, and enhance operational documentation, including runbooks, Standard Operating Procedures (SOPs), and knowledge base articles.
- Ensure adherence to Singapore Government security standards (e.g., IM8) and Government Commercial Cloud (GCC) governance frameworks.
- Support audit, compliance, and governance activities by maintaining accurate operational records and documentation.
REQUIREMENTS
- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- 3-4 years of experience as a Cloud Operations Engineer, Cloud Support Engineer, or Day-2 Operations Engineer supporting production AWS environments.
- Strong hands-on experience with core AWS services, including: Amazon EC2, Amazon S3, Amazon VPC, AWS IAM, Amazon CloudWatch, Elastic Load Balancer (ELB), Amazon RDS
- Solid understanding of ITIL-based Incident, Problem, and Change Management processes within a managed services or operations environment.
- Proven experience supporting Singapore Government projects/accounts.
- Experience working within the Government Commercial Cloud (GCC) environment, with knowledge of GCC operating models, governance frameworks, and compliance requirements.
- Willingness to participate in shift work, standby, and on-call rotations.
- Strong troubleshooting and analytical skills, with the ability to remain calm and effective during critical production incidents.
- Excellent problem-solving, communication, and stakeholder management skills.
Preferred Qualifications (Nice-to-Have)
- Experience with Elastic APM and the Elastic Stack (Elasticsearch, Kibana) for application monitoring, observability, and performance management.
- AWS certification, such as:
- AWS Certified SysOps Administrator - Associate
- AWS Certified Solutions Architect - Associate
- Experience with scripting and automation using Python and/or Bash.
- Hands-on experience with Infrastructure as Code (IaC) tools such as: Terraform, AWS CloudFormation
- ITIL Foundation Certification.
- Experience with additional monitoring and observability platforms, including: Amazon CloudWatch, Grafana, Prometheus
HOW TO APPLY
Please send your application via email: [email protected]
*By submitting your application to [email protected], you acknowledge that you have read, understood, and agreed to CMC Global's REGULATIONS ON THE PROTECTION OF CANDIDATES' PERSONAL INFORMATION.