Job Description

ALTEN Group is a world leader in Engineering and Technology consulting services providing outsourced Engineering, R&D, and IT Services for different industries such as Transportation, Defence, Energy and Security with 55,000 engineers in nearly 35 countries. ANOTECH is the subsidiary of the Group delivering ALTEN's Engineering Services in Singapore.

As a Level 2 Engineer, you will participate in advanced troubleshooting, in-depth analysis of problems, and implementing solutions that may involve more specialized knowledge for a mission-critical 24x7 system.

Responsibilities:

Operational Support

Provide level 2 support operations for mission-critical system and infrastructure

Provide troubleshooting and diagnostics for incidents escalated from level 1

Ensure adherence to SLA, system availability

Application Support

Investigate and resolve application incidents escalated from Level 1; perform root cause analysis and workarounds where possible

Monitor application logs, integration points such as REST API, message queues, file-based transfer

Perform application health checks to proactively identify issues and ensure uptime

Liaise with Level 3 to resolve complex application issues and escalate bugs or enhancement requests

Support and maintain job schedulers, interface configurations and integration points

Maintain and support application configurations, environment-specific settings and integration parameters

Document known issues, resolution procedure, rollback in the knowledge base

Incident & Problem Management

Resolve P1/P2 issues within SLA

Perform resolution and communications

Perform root cause analysis and recommend permanent fixes

Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

Perform operational impact assessment

Present change in Change Advisory Board

Pre-Change Preparation such as review Change Request and Release Plan

Documentation update in the knowledge base

Post change review and feedback

Patch Management

Perform patch management readiness

Stakeholder coordination and team coordination

System Readiness and Post-Patch Validation

Documentation update and knowledge transfer

Compliance and audit readiness

Documentation and Compliance

Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook

Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts

Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned

Maintain application documentation

Knowledge Management

Configuration Management

Perform validation and accuracy of configurations

Maintain readiness of operational documentation

Perform audit to confirm compliance of configurations

CMDB asset verification

Change-linked configuration tracking

Ensure environment consistency between DEV - IVVQ - ISO-PROD - UAT and PROD

Testing and Verification

Ensure operational readiness testing before production deployment rollout

Ensure post-change verification coordination

Perform regression and sanity test following patching or upgrades, in UAT and PROD

Participation in user acceptance testing

Knowledge Management

Documentation of resolution

Knowledge Base Contribution

Validation of knowledge

Subject Matter Expertise Sharing

Root Cause Analysis

Gather logs, system metrics at the time of failure

Reproduction of issues in a controlled environment to understand the conditions under which it occurs

Determine the scope and severity in terms of the systems affected, downtime duration and business impact

Narrow down the possible sources of causing the failure

Use of diagnostic tools such to analyse the application behaviour

Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Work Schedule

Require rotational on-call duty support

Available for graveyard hours change request deployment as scheduled

Requirements:

Education and Experience:

Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline

At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector

Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis

Certification in Red Hat Enterprise Linux or Kubernetes

Fluent in Mandarin will be highly beneficial

Knowledge/Skills

Operating Systems. RHEL (90%) and Windows Server (10%)

Networking Fundamentals

Middleware & Infrastructure (Web Server - Nginx, App Servers - Kubernetes with containers (Docker + Spring Boot)

Message Queues (IBM MQ, Kafka)

Java, C#, MQTT, Golang

Database (SQL Server, PostgreSQL)

ITIL/ITSM Process Knowledge

Security Awareness

DR and HA concepts

Strong Technical Skills

Leadership & Coordination

Communication & Collaboration

Operational Governance

Personal Attributes

Must be eligible to obtain G50 security clearance

Background checks will be conducted as part of the clearance process

Strong composure under intense pressure

Strong communication skills both written and spoken

Attention to Detail

Continuous Learner

High Integrity and Professionalism

Initiative and Proactiveness

Job Type: Permanent

Pay: $5,000.00 - $10,000.00 per month

Benefits:

Health insurance
Experience:

level 2 support for mission critical 24x7 production: 5 years (Required) Windows server and Red Hat Linux System : 5 years (Required)
License/Certification:

Red Hat or Kubernetes certificate (Required)
Work Location: In person