G12 - Operations Support Engineer

Responsibilities

• Provide operation support for systems hosted in Government Commercial Cloud (GCC, AWS) and on-prem data centres. Our systems are operating on 24 x 7 basis.
• Ensures optimal system performance, troubleshoot incidents, resolves technical issues, provides technical support and ensure minimal downtime for business continuity
• Maintains high levels of system availability, security, and compliance with government IT policies and standards
• Coordinate with cross-functional teams, vendors and external service providers to resolve technical issues and meet service level agreements (SLAs)
• Prepare status and progress reports, and present insights to stakeholders and senior management
• Identify and implement process automation initiatives to reduce manual effort, minimise human error and improve system reliability
• Utilise infrastructure-as-code and automation tools such as Terraform and Ansible for infrastructure provisioning, configuration management and operational efficiency
• Maintain operational documentation and SOPs including deployment procedures, production support runbooks, and incident response protocols
• Manage and support project budgeting, billing, cost tracking and cost recovery activities
• Manage and resolve day-to-day IT issues related to applications, infrastructure and security, to support smooth daily operations
• Perform ongoing maintenance and administration of cloud resources including compute, networking, security groups, IAM and monitoring dashboards
• Handle routine and ad-hoc operational administration, including logistics and maintenance coordination
• Support the rollout of new infrastructure components and application deployments, ensuring smooth transition into operations.
• Perform other ad-hoc duties as required to ensure efficient and uninterrupted operations
• Execute and support production deployments including coordinating deployment schedules, performing deployment validation, managing rollback procedures when necessary, and ensuring zero-downtime deployments where possible
• Develop and maintain deployment pipelines and automation scripts to streamline production releases and reduce deployment risks

Requirements

• Bachelors degree in IT, Computer Science, or a related field, or equivalent relevant working experience.
• 4–6 years of relevant experience in IT operations or infrastructure support.
• Hands on experience supporting IT infrastructure, including servers and Windows/Linux operating systems, as well as cloud operations (Government Commercial Cloud – GCC, AWS is advantageous)
• Strong troubleshooting experience in resolving application, infrastructure, and security-related issues; experience within a Singapore government environment is preferred
• Familiarity with enterprise IT governance frameworks and the adoption of digital services in large-scale or regulated environments.
• Experience working with IT Service Management (ITSM) tools such as Jira and/or ServiceNow.
• Relevant professional certifications such as ITIL, AWS Essentials, or AWS Solutions Architect are advantageous.
• Ability to work independently with minimal supervision, as well as collaboratively within cross-functional teams and with stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to prioritise tasks and manage multiple workstreams effectively in a fast-paced environment.