Senior Support Engineer (Application) - GS26017
On-siteSingapore, Singapore
Job Summary
Ensure reliability, stability, and availability of production and non-production application environments by managing incident resolution, service request fulfilment, and preventive maintenance in accordance with SLAs. Perform initial triage, impact assessment, and troubleshooting for application, infrastructure, and operational issues while providing timely updates to stakeholders throughout the lifecycle. Recommend workarounds, conduct root cause analysis, and support post-incident reviews to minimize service disruption. Maintain accurate records in ticketing systems, update operational documentation, and assist in change implementation and deployment validation. Coordinate with cross-functional teams for audit readiness and security compliance, and mentor junior team members on operational best practices.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
- 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
- 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
Desired Qualifications
- ITIL certification or equivalent service management certification
- Cloud certification in AWS, Azure, GCC, or equivalent platform
- Security, DevOps, or automation-related certifications
- Experience managing or guiding team members or vendors in a 24/7 support environment
- Experience supporting government digital platforms, citizen-facing applications, or enterprise-scale cloud transformation initiatives
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