Service Operations Engineer

1 month ago


Singapur, Singapore IHiS Full time

Job Overview

The Service Operations Engineer is responsible for providing technical support for application-related issues and performing daily service health monitoring, server maintenance, and resiliency improvements. This role requires a strong understanding of business requirements and IT strategies, as well as experience in software development and maintenance support.

Key Responsibilities

  • Support and assist in regular server maintenance, system accesses, systems monitoring, backups, patching, and daily health checks
  • Maintain service operations documentation and guides, developing supporting documentation for all Service Operation activities
  • Monitor Service level dashboards, perform daily health monitoring, system capacity review, and allocation of adequate capacity
  • Defect fixes and resiliency-related improvements
  • Assist in training and investigation of user-reported issues
  • Develop mitigating and/or preventive solutions
  • Provide on-going maintenance support for production systems/applications and 24/7 standby support
  • Level 2 support includes attending to user queries, analysis, and investigation of issues reported, ensuring the issues are fixed as per user requirement
  • Evaluate potential solutions and make recommendations to resolve application issues and user queries
  • Log the issues received, track, and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
  • Involvement in system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes
  • Assist and involve in change management process (Change Approval, Implementation, Testing, Deployment, and verification)
  • Assist with coordination in administration matters such as contract renewals, SSL Cert purchases, and renewals
  • Liaise closely with business users and build good rapport
  • Liaise closely with vendors in implementing application patches, bug fixes, and any necessary upgrades in accordance with OS/Software/Security policies
  • Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements
  • Work with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems, and changes
  • Provide periodic updates and reports to internal and user management

Requirements

  • Minimum diploma/degree in IT or related discipline
  • At least 4 years of hands-on experience in software development and maintenance support
  • Experience in .NET/SharePoint/MS Dynamics development is advantageous
  • Possesses an excellent understanding of business requirements and IT strategies
  • General understanding of Internet and Intranet server/application architecture and experience in working with medium/large systems involving multitier architecture and interface/integration to other systems
  • Experience in implementing multiple websites/web applications on same platforms with interdependency of data and shared features will be advantageous
  • Possess strong MS platform knowledge and skills
  • Excellent knowledge of programming/systems analysis, quality assurance, prototyping, construction, integration, and migration functions
  • Full project lifecycle experience in designing and implementing large web applications
  • Good problem-solving and analytical skills to resolve technical problems
  • Good communication skills and a team player to work in a dynamic and high-performing environment
  • Microsoft Professional Certifications (.Net/SharePoint/Dynamics) will be beneficial
  • ITIL v3/v4 certification and strong service-oriented experience/background preferred
  • Strong knowledge and understanding of IT industry environment and business needs
  • Proven experience supporting Web/Mobile/Client-based applications


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