Kerja Sepenuh Masa Senior L1 -L2 Support Engineer, Gaji tinggi SGD 6,000 di RAPSYS TECHNOLOGIES PTE. LTD. Islandwide (Singapore) - Maukerja

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, payment gateways, and other enterprise platforms.

·      Work closely with L3 to reproduce issues and validate fixes.

·      Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

·      Identify recurring incidents and operational inefficiencies.

·      Drive automation opportunities to reduce manual effort and repetitive support activities.

·      Recommend improvements to monitoring, alerting, deployment processes, and support workflows.

·      Contribute to operational excellence initiatives and service reliability improvements.

Stakeholder &Vendor Management

·       Collaborate with internal teams, external vendors, and partners across different geographies and time zones.

·      Communicate effectively with technical and non-technical stakeholders.

·      Provide timely updates during incidents and service disruptions.

·       Participate in operational reviews, governance meetings, and service improvement discussions.

Required Skills & Experience Technical Skills

·      5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.

·      Strong knowledge of AWS cloud services and operational support.

·      Good understanding of cloud-native application architecture.

·      Experience supporting:

o   Digital platforms

o   E-commerce systems

o   Customer-facing web applications

o   Mobile applications

·      Knowledge of CDN technologies and content delivery architecture.

·      Experience with monitoring and observability platforms such as:

o   Datadog

o   New Relic

o   Dynatrace

o   AppDynamics

o   Grafana

o   CloudWatch

·      Familiarity with APM (Application Performance Monitoring) concepts.

·      Understanding of SRE principles and operational best practices.

·      Strong knowledge of:

o   APIs

o   Microservices

o   Web services

o   System integrations

o   Authentication and authorization flows

·      Experience using ticketing and ITSM platforms(Jira Service Management, ServiceNow, etc.).

·      Understanding of Incident, Problem, and Change Management processes.

·       Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or Cloud WatchLogs.

Soft Skills

·      Strong troubleshooting and analytical thinking abilities.

·       Naturally curious and investigative, with adesire to understand the full context behind incidents and operational events.

·      Excellent problem-solving and root cause analysis skills.

·      Strong ownership mindset and accountability.

·      Ability to work independently in a fast-paced operational environment.

·      Good communication and stakeholder management skills.

·      Ability to remain calm and methodical during high-severity incidents.

·      Strong documentation and knowledge-sharing practices.

·      Continuous improvement mindset with a focus on automation and operational efficiency.

Good to Have Skills

·      Knowledge of WeChat Mini Program ecosystem and integrations.

·       Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.

·      Basic scripting skills (Python, Shell, Bash, PowerShell).

·      Experience with API Gateway and event-driven architectures.

·       AWS Certifications (Cloud Practitioner, Solutions Architect Associate, SysOps Administrator).

·       ITIL Foundation certification.

·      Experience supporting payment gateways and digital commerce ecosystems.

Working Conditions

·      Participate in a 24x7 support and on-call rotation model.

·      Support late-night, weekend, and public holiday deployments where required.

·      Work closely with internal teams, vendors, and stakeholders across multiple time zones.

·      Respond to critical production incidents outside business hours when necessary.