• Monitor, triage, and resolve incidents (P1-P4) within agreed Service Level Agreements (SLAs), ensuring end-to-end ownership from detection through resolution.
• Conduct root cause analysis (RCA) and contribute to post-incident reviews for major service disruptions.
• Provide clear, accurate, and timely communication to customers and internal stakeholders throughout the incident management lifecycle.
• Ensure compliance with incident management processes and maintain high service availability standards.

Monitoring, Alerting & On-Call Support

• Participate in the standby/on-call rotation and respond promptly to alerts generated by monitoring platforms, including Elastic APM and other observability tools.
• Continuously monitor system health, application performance, and operational dashboards to proactively identify and mitigate potential issues.
• Optimize alert configurations and thresholds to reduce false positives and improve operational efficiency.

Troubleshooting & Cross-Functional Collaboration

• Collaborate closely with application, network, security, cloud, and infrastructure teams to investigate and resolve complex technical issues.
• Escalate incidents to Level 3 support teams, specialized engineering teams, or external vendors (e.g., AWS Support) when necessary, and drive issues through to resolution.
• Support problem management activities by identifying recurring issues and implementing long-term corrective actions.

AWS Operational Support (BAU)

• Provide day-to-day operational support for AWS environments, including:
  • Compute Services (EC2)
  • Storage Services (S3, EBS)
  • Networking (VPC, Security Groups, Load Balancers)
  • Identity & Access Management (IAM)
  • Patching, Backup, and Recovery Operations
• Execute infrastructure and platform changes in accordance with ITIL-based change management processes.
• Maintain compliance, security, and audit requirements while ensuring service stability and reliability.
• Contribute to continuous service improvement initiatives and operational excellence programs.

Documentation & Governance

• Develop, maintain, and enhance operational documentation, including runbooks, Standard Operating Procedures (SOPs), and knowledge base articles.
• Ensure adherence to Singapore Government security standards (e.g., IM8) and Government Commercial Cloud (GCC) governance frameworks.
• Support audit, compliance, and governance activities by maintaining accurate operational records and documentation.

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• 3-4 years of experience as a Cloud Operations Engineer, Cloud Support Engineer, or Day-2 Operations Engineer supporting production AWS environments.
• Strong hands-on experience with core AWS services, including: Amazon EC2, Amazon S3, Amazon VPC, AWS IAM, Amazon CloudWatch, Elastic Load Balancer (ELB), Amazon RDS
• Solid understanding of ITIL-based Incident, Problem, and Change Management processes within a managed services or operations environment.
• Proven experience supporting Singapore Government projects/accounts.
• Experience working within the Government Commercial Cloud (GCC) environment, with knowledge of GCC operating models, governance frameworks, and compliance requirements.
• Willingness to participate in shift work, standby, and on-call rotations.
• Strong troubleshooting and analytical skills, with the ability to remain calm and effective during critical production incidents.
• Excellent problem-solving, communication, and stakeholder management skills.

Preferred Qualifications (Nice-to-Have)

• Experience with Elastic APM and the Elastic Stack (Elasticsearch, Kibana) for application monitoring, observability, and performance management.
• AWS certification, such as:
  • AWS Certified SysOps Administrator – Associate
  • AWS Certified Solutions Architect – Associate
• Experience with scripting and automation using Python and/or Bash.
• Hands-on experience with Infrastructure as Code (IaC) tools such as: Terraform, AWS CloudFormation
• ITIL Foundation Certification.
• Experience with additional monitoring and observability platforms, including: Amazon CloudWatch, Grafana, Prometheus