Senior L1

3 days ago

singapore, singapore rapsys technologies pte. ltd. Full-time

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Key Responsibilities

Production Support & Incident Management

. Act as the primary Ll /L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.

. Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.

. Lead incident triage, troubleshooting, escalation, and resolution activities.

. Perform impact assessment and coordinate with relevant stakeholders during service disruptions.

. Support incident management activities and facilitate communication during critical outages.

. Conduct post-incident reviews and root cause analysis (RCA) to prevent recurrence.

. Develop and maintain operational runbooks, support procedures, and knowledge base articles.

System Monitoring & Reliability

. Monitor application, infrastructure, and business service health using observability and monitoring tools.

. Analyse system performance, availability, error trends, and capacity utilization.

. Configure and tune alerts to reduce noise and improve operational visibility.

. Collaborate with engineering teams to improve system reliability and operational resilience.

. Support Site Reliability Engineering (SRE)practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

. Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.

. Perform first-level troubleshooting on:

o Compute services (EC2, ECS, Lambda)

o Networking

o Load Balancers

o CDN services

o Storage services

. Investigate infrastructure-related issues affecting application performance or availability.

. Support deployment verification and post-release monitoring activities.

Application & Integration Support

. Troubleshoot application issues across web, mobile, APIs, and middleware platforms.

. Analyse application logs, monitoring data, and system traces to identify root causes.

. Support integrations with external systems, partners,