Geylang - L2 Support Engineer – Mission Critical 24x7 Systems

Summary:

The engineer will ensure system availability, perform root cause analysis, and maintain operational documentation.

Requirements:

• Provide Level 2 support operations for mission-critical systems and infrastructure.
• Troubleshoot and diagnose incidents escalated from Level 1 support.
• Ensure adherence to SLAs and system availability.
• Investigate and resolve application incidents, perform root cause analysis, and document resolutions.
• Monitor application logs and integration points such as REST APIs and message queues.
• Perform application health checks and liaise with Level 3 support for complex issues.
• Manage P1/P2 incidents within SLA, perform post-incident reviews, and recommend fixes.
• Conduct operational impact assessments and present changes to the Change Advisory Board.
• Perform patch management, including readiness, stakeholder coordination, and post-patch validation.
• Maintain operational and configuration documentation, including SOPs, incident response checklists, and knowledge base articles.
• Ensure environment consistency across DEV, IVVQ, ISO-PROD, UAT, and PROD.
• Conduct operational readiness testing and post-change verification.
• Document resolutions and contribute to the knowledge base.
• Gather logs and system metrics for root cause analysis and use diagnostic tools to analyse application behaviour.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.
• At least 5 years of experience in Level 2 support for mission-critical 24x7 production environments, preferably in the public sector.
• At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers.
• Proven experience handling P1/P2 incidents and managing post-incident reviews.
• Certification in Red Hat Enterprise Linux or Kubernetes is a plus.
• Strong knowledge of RHEL and Windows Server, networking fundamentals, middleware, and infrastructure (Nginx, Kubernetes, Docker, Spring Boot).
• Experience with message queues (IBM MQ, Kafka), programming languages (Java, C#, Golang), and databases (SQL Server, PostgreSQL).
• Familiarity with ITIL/ITSM processes, security awareness, and DR/HA concepts.
• Strong technical, leadership, communication, and collaboration skills.
• Ability to maintain composure under pressure, attention to detail, and a continuous learning mindset.
• Eligibility to obtain G50 security clearance;