Application Support Engineer - Choa Chu Kang

Purpose of the Role:

The Application Engineer performs Level 2 with expertise in Java, Oracle, PL/SQL, SQL, UNIX/Linux systems, Cloud AWS services, and IT Service Management (ITSM). As a member of our team, you will play a crucial role in ensuring the availability, performance, and stability of critical applications across our organization.

§ As an Application Support Level 2 specialist, your primary purpose is to ensure the reliable operation and optimal performance of critical applications essential to our organization's success.

§ Collaborate closely with Level 1 support, development teams, and other IT stakeholders to address escalated technical issues efficiently. By leveraging your expertise in Java, Oracle, PL/SQL, SQL, UNIX/Linux systems, Cloud AWS services, and IT Service Management (ITSM), you will play a crucial role in resolving incidents promptly, maintaining service levels, and minimizing downtime.

§ Documentation of processes and troubleshooting steps will facilitate knowledge sharing, contributing to continuous improvement and ensuring seamless business operations

Key Responsibilities:

Nature of Work

§ Provide second-level technical support for applications, handling escalated incidents from Level 1 support and ensuring timely resolution within defined SLAs.

§ Utilize SQL queries to analyze and troubleshoot issues in Oracle databases, performing data fixes and optimizations as necessary.

§ Administer and support applications running on UNIX/Linux environments, including shell scripting (e.g., Bash) for automation tasks, log analysis, and system monitoring.

§ Configure, monitor, and troubleshoot Cloud AWS services (e.g., EC2, ECS, S3) used for application hosting, storage, and integration.

§ Collaborate closely with development teams to escalate and resolve issues requiring code changes or enhancements.

§ Implement and adhere to IT Service Management (ITSM) processes such as incident, problem, and change management.

§ Document support processes, procedures, and troubleshooting steps to ensure knowledge sharing and training of Level 1 support teams.

§ Participate in on-call rotation and handle urgent support requests outside regular business hours when necessary

Problem Solving

§Accountable for solving problems and dealing with difficulties in line with policy, process and other guidelines applying technical knowledge and expertise

§Depending on the nature of the specific role, problems can range from repetitive daily issues to complex technical problems requiring significant expertise

§Escalate problems according to guidelines

§Provide technical solutions for deficiencies in process, application configuration and operational procedures

Resource Complexity

Accountable for prioritizing own use of time to deliver the workload expected of the role while working within policy and guidelines and applying technical knowledge

§Understand and proactively involve in programs related to Tech Upgrade, Platform Automation and Cloud Migration program.

§Ensure that delivery is sufficiently well designed to mitigate the risks posed by the changes

§Ensure compliance with all applicable laws and regulations relating to the above functional activities.

Requirements:

Experience

§Minimum 2 years of working experience with Rest API services

§Minimum 2 years of working experience with Java frameworks such as (J2EE EJB, Spring, Microservices)

§Minimum 3 years of working experience with microservices framework and containers

§Working experience with AWS Cloud

§Minimum 2 years of experience in application support, with a strong command of Java, SQL, PL/SQL and Oracle databases.

§Proficiency in UNIX/Linux operating systems, including shell scripting (e.g., Bash) for automation and system administration tasks.

§Solid understanding of Cloud AWS services and their application in a business environment, with hands-on experience in configuration and troubleshooting.

§Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL

Education Academic:

Bachelor’s/Master’s degree in Degree in Computer Science, IT or related discipline (preferred) Capability

§ Ability to pick up knowledge of the application

§ Strong interpersonal and facilitation skills along with effective communication (both written and verbal) skills

§ Proactive to propose innovative solutions or alternative approaches to difficult issues

§ Strong analytical skills and ability to troubleshoot issues