D14 Geylang, Eunos, SG - Operations Support Engineer

Roles & Responsibilities

Responsibilities :

• Manage the daily operations of cloud-based data sharing platforms, working closely with engineers, developers, and IT teams to maintain high availability, maximize performance, ensure strong security, and deliver a superior user experience across the Whole-of-Government (WOG) environment.
• Develop and implement strategies and processes to enhance the efficiency and performance of the Level One technical support team.
• Investigate and resolve technical issues escalated from Level 1 or reported by users, ensuring timely ticket management and escalating complex problems to higher-level teams as needed.
• Manage incident resolution processes, recommend system improvements to boost availability, and establish new operational procedures to drive continuous improvement.
• Conduct thorough system outage analyses to identify root causes, prevent recurrence, and enhance overall system reliability. Lead continuous improvement initiatives across services and processes.
• Manage core IT service management processes including Performance, Event, Incident, Problem / Escalation, Configuration, and Change Management within an agile framework.
• Define, monitor, and report on Key Performance Indicators (KPIs) and customer-facing service metrics to assess and maintain process health.
• Collaborate closely with internal engineering teams to build monitoring tools that track usage, performance, and costs, aiming to optimize operations and reduce expenses.
• Support the creation of documentation and training materials for internal cross-functional teams and external customers to ensure knowledge sharing and operational consistency.

Requirements :

Tell employers what skills you have

IT Service Management

Data Sharing

Troubleshooting

Analytical Skills

Change Management

Amazon AWS

DevOps

Information Technology

Logstash

Routing

Reliability

IT Operations

Process Management

Kibana

ITIL

API

Technical Support