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L2 Support Team Lead

2 weeks ago

Downtown Core, Singapore Anotech Energy Full time

ALTEN Group is a world leader in Engineering and Technology consulting services providing outsourced Engineering, R&D, and IT Services for different industries such as Transportation, Defence, Energy and Security with 55,000 engineers in nearly 35 countries. ANOTECH is the subsidiary of the Group delivering ALTEN's Engineering Services in Singapore.

As a Level 2 Support Team Lead, you will lead the team in advanced troubleshooting, in-depth analysis of problems, and implementing solutions that may involve more specialized knowledge for a mission-critical 24x7 system.

**Responsibilities**:
**Operational Support**
- Provide troubleshooting and diagnostics for incidents escalated from level 1
- Ensure adherence to SLA, system availability

**Incident & Problem Management**
- Act as incident manager for P1/P2 issues
- Coordinate resolution and communications
- Perform root cause analysis and recommend permanent fixes
- Escalate unresolved issues that required software coding to Level 3 or engineering teams

**Change Management**
- Perform operational impact assessment
- Part of the CAB to review and approve change
- Pre-Change Preparation such as review Change Request and Release Plan
- Supervise post-change production verification
- Documentation update and knowledge transfer
- Post change review and feedback

**Patch Management**
- Perform patch management readiness
- Stakeholder coordination and team coordination
- System Readiness and Post-Patch Validation
- Documentation update and knowledge transfer
- Compliance and audit readiness

**Documentation and Compliance**
- Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook
- Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned
- Knowledge Management

**Configuration Management**
- Perform validation and accuracy of configurations
- Maintain readiness of operational documentation
- Perform audit to confirm compliance of configurations
- CMDB asset verification
- Change-linked configuration tracking
- Ensure environment consistency between DEV - IVVQ - ISO-PROD - UAT and PROD

**Testing and Verification**
- Ensure operational readiness testing before production deployment rollout
- Ensure post-change verification coordination
- Perform regression and sanity test following patching or upgrades, in UAT and PROD
- Participation in user acceptance testing

**Knowledge Management**
- Documentation of resolution
- Knowledge Base Contribution
- Validation of knowledge
- Subject Matter Expertise Sharing

**Root Cause Analysis**
- Gather logs, system metrics at the time of failure
- Reproduction of issues in a controlled environment to understand the conditions under which it occurs
- Determine the scope and severity in terms of the systems affected, downtime duration and business impact
- Narrow down the possible sources of causing the failure
- Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

**Requirements**:

- Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline
- **At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector**
- **At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers**
- **Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis**
- **Preferably certification in Red Hat Enterprise Linux or Kubernetes**
- **Operating Systems. RHEL (90%) and Windows Server (10%)**
- **Networking Fundamentals**
- **Middleware & Infrastructure (Web Server - Nginx, App Servers - Kubernetes with containers (Docker + Spring Boot)**
- **Message Queues (IBM MQ, Kafka)**
- **Database (SQL Server, PostgreSQL)**
- **ITIL/ITSM Process Knowledge**
- **Security Awareness**
- **DR and HA concepts**
- **Strong Technical Skills**
- **Leadership & Coordination**
- **Communication & Collaboration**
- Operational Governance
- Strong composure under intense pressure
- Strong communication skills both written and spoken
- Attention to Detail
- Continuous Learner
- High Integrity and Professionalism
- Initiative and Proactiveness

**Job Type**: Permanent

Pay: $6,000.00 - $11,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance

Schedule:

- Monday to Friday
- On call
- Weekend availability

Supplemental Pay:

- Performance bonus

Work Location: In person