JOB DESCRIPTION

Job Title- IT Operations Support
Contract Duration- 4 Years
Work Location- Chai Chee Road
Working Hours: 8:30 AM – 6:00 PM
Job Responsibilities
The Candidate will be responsible to ensure all the applications systems remain in good working order.
The Candidate is expected to take on support of new application systems when they become operational.
The Candidate will respond to production emergencies in a timely manner based on Client’s service Level. This includes bringing up the server (in a crash) or system processes, fixing problems or finding workarounds.
The Candidate is expected to diligently perform routine checks and to escalate to the Project Manager should any anomaly be detected. The Candidate should show the initiative to alert and troubleshoot together with other system engineers, database administrator (DBA) and outsourced vendors.
The Candidate is expected to follow through every issue / problem to closure, and complete the necessary documentation as required by Client.
The Candidate will assist users and answer queries regarding the supported operational systems.
The Candidate is expected to interface with the helpdesk agents, end-users, integrated applications support teams and external vendors during application support and problem resolution.
The Candidate is expected to be on standby support on off-office-hours / weekends / public holidays when needed such as during scheduled maintenance, system crash or system upgrade exercise.
Besides application support, the Candidate is also expected to document changes/enhancements that arise from service requests. The Candidate will follow the Client’s technical standards and update the necessary documentation.
The candidate shall report to the Project Manager in tracking and managing the project timelines and resources that he/she has been assigned to undertake.

JOB REQUIREMENTS

• The Candidate shall possess at least a Degree in Information Technology (IT), Computer Science or equivalent qualification.
• The Candidate shall have at least five (5) years of work experience in IT application systems, including operation support experience and exposure to end-to-end software development lifecycle (SDLC).
• The Candidate shall have hands-on experience in writing simple SQL queries to extract data and troubleshoot incidents.
• The Candidate shall have hands-on experience with log analysis tools such as Splunk, Power BI and Qlik Sense.
• The Candidate is to have work experience, demonstrating ability to support the following:
• webservices and API integration
• cloud platforms such as AWS and Azure
• automation and scripting (PowerShell, Python, or Shell scripting)
• assess downstream impact and data flow with other systems
• troubleshooting network connectivity
• business continuity and disaster recovery procedures
• The Candidate is to have work experience with standard IT operations protocols including ITIL Framework.
• The Candidate is to be proficient in incident and change request management and demonstrate ability to:
• Support root cause analysis with vendors and integrated systems
• Proactively identify recurring issues and collaborate with other cross-functional IT teams to provide timely resolutions
• Contribute to enhancing IT support processes and procedures
• Create and update documentation for IT processes, troubleshooting steps, best practices to ensure that processes and documentation meeting required standards
• Monitor incidents reported, prioritize and escalate the issues when necessary
• Log, support and track change requests & incident tickets using a ticketing system. Ensure accurate and detailed documentation of issues and resolutions
• Communicate technical solutions clearly and concisely to enhance user understanding
• The Candidate is to have IT project support work experience in Singapore.
• The Candidate shall have a good command of English and effective communications skills, to interact with end-users. This includes gathering user requirements, communicating proposed vendor solution, supporting user acceptance testing, supporting end-user training, address enquiries and resolving issues with helpdesk agents and external vendors.

Please refer the Job description for details