Senior Support Engineer (Application)

What will you do?

This role is responsible for ensuring the reliability, stability, and availability of production and non-production application environments by providing effective incident, service request, and problem support in accordance with agreed SLAs, business impact levels, and priority classifications. The role supports timely issue resolution, stakeholder communication, escalation, monitoring, preventive maintenance, and continuous improvement to minimize service disruption, strengthen operational resilience, and maintain the expected level of service for users.

• Manage incident resolution and service request fulfilment in accordance with agreed SLAs, business impact levels, and priority classifications.
• Perform initial triage, impact assessment, troubleshooting, and resolution of application, infrastructure, and operational issues.
• Provide timely updates to internal teams, external stakeholders, and users throughout the incident or service request lifecycle.
• Recommend and apply workarounds or corrective actions to minimize service disruption and restore service availability.
• Escalate complex or recurring issues to the appropriate technical teams, vendors, or management with clear findings and supporting details.
• Conduct routine system health checks, monitoring reviews, and preventive maintenance activities to detect and address potential issues early.
• Maintain accurate incident, service request, problem, and operational records in the relevant ticketing or tracking systems.
• Support root cause analysis, post-incident reviews, and continuous improvement actions to reduce repeat incidents.
• Assist in change implementation, release support, deployment validation, and operational readiness activities.
• Prepare or update operational documentation, SOPs, troubleshooting guides, and knowledge base articles.
• Coordinate with cross-functional teams to support service continuity, audit readiness, security compliance, and operational reporting.
• Mentor junior operations team members and provide guidance on troubleshooting, escalation, and operational best practices

Requirements

Domain Skills

• Incident, service request, problem, and change management practices, preferably aligned with ITIL.
• Application and infrastructure support across production and non-production environments.
• Troubleshooting and analysis of web applications, APIs, databases, servers, networks, integrations, application logs, system metrics, and monitoring dashboards.
• System monitoring, alert handling, log review, and operational health check processes using tools such as Dynatrace, Splunk, AWS CloudWatch, or equivalent platforms.
• Cloud, hosting, backup, recovery, and availability concepts across Azure, AWS, GCC, or equivalent environments.
• Database querying and validation skills, including basic SQL for investigation, analysis, and operational verification.
• Automation and scripting using PowerShell, Python, or equivalent technologies to improve operational efficiency and reduce manual effort.
• Ticketing and workflow tools such as Jira, Azure DevOps, ServiceNow, or equivalent platforms.
• SLA management, priority classification, escalation procedures, operational reporting, and service performance tracking.
• Security, vulnerability remediation, access control, audit, and compliance requirements.
• Deployment, release, change validation, rollback coordination, and operational readiness support across development, testing, staging, and production environments.
• SOP, technical documentation, troubleshooting guide, and knowledge base maintenance.

Education and Certifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• ITIL certification or equivalent service management certification is preferred.
• Cloud certification in AWS, Azure, GCC, or equivalent platform is an advantage.
• Security, DevOps, or automation-related certifications are advantageous.

Required Experience

• Minimum 4–6 years of experience in IT operations, application support, production support, site reliability engineering, or a similar IT operations role.
• Experience supporting production and non-production application environments.
• Experience in incident, service request, problem, and change management.
• Experience working with development teams, product managers, vendors, security consultants, and user support teams.
• Experience with monitoring, troubleshooting, deployment support, operational reporting, and documentation.
• Experience managing or guiding team members or vendors in a 24/7 support environment is preferred.
• Experience supporting government digital platforms, citizen-facing applications, or enterprise-scale cloud transformation initiatives would be advantageous

Benefits

What do we offer in return?

• Fun working environment
• Employee Wellness Program
• To work in Singapore Government Agencies projects
• We provide structured development framework and growth opportunities. (We are a “SHRI 2025 Gold winner” in “Learning & Development; Coaching & Mentoring”)

Why you'll love working with us?

Does it sound like something you are interested in exploring further? Please be in touch with our team for an initial chat at careers@activate.sg