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 Senior 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

Lead and coordinate level 2 support operations for mission-critical systems and infrastructure

Lead and coordinate troubleshooting and diagnostics for incidents escalated from level 1

Lead and ensure adherence to SLA, system availability

Application Support

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

Lead and monitor application logs, integration points such as REST API, message queues, file-based transfer

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

Lead and support / maintain job schedulers, interface configurations and integration points

Lead and document known issues, resolution procedure, rollback in the knowledge base

Incident & Problem Management

Act as incident manager for P1/P2 issues, and ensure resolution within SLA

Lead and coordinate resolution and communications

Lead and coordinate the root cause analysis and recommend permanent fixes

Lead and coordinate escalation of unresolved issues that required software coding to Level 3 or engineering teams

Change Management

Lead and perform operational impact assessment

Part of the Change Advisory Board to review and approve change

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

Supervise post-change production verification

Lead and coordinate the documentation update and knowledge transfer

Lead and perform post change review and feedback

Patch Management

Lead and perform patch management readiness

Lead the stakeholder coordination and team coordination

Lead System Readiness and Post-Patch Validation

Lead and coordinate the documentation update and knowledge transfer

Lead and coordinate compliance and audit readiness

Documentation and Compliance

Lead and coordinate operational documentation such as SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook

Lead and coordinate configuration & Infrastructure Documentation such as System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts

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

Lead and maintain application documentation

Lead and manage Knowledge Management

Configuration Management

Lead and perform validation and accuracy of configurations

Lead and maintain readiness of operational documentation

Lead and perform audit to confirm compliance of configurations

Lead and coordinate CMDB asset verification

Lead and coordinate Change-linked configuration tracking

Lead and ensure environment consistency between DEV - IVVQ - ISO-PROD - UAT and PROD

Testing and Verification

Lead and ensure operational readiness testing before production deployment rollout

Lead and ensure post-change verification coordination

Lead and coordinate the regression and sanity test following patching or upgrades, in UAT and PROD

Lead and participation in user acceptance testing

Knowledge Management

Lead and manage Documentation of resolution

Lead and manage Knowledge Base Contribution

Lead and manage Validation of knowledge

Lead and encourage Subject Matter Expertise Sharing

Root Cause Analysis

Lead the root cause analysis

Lead and coordinate the gathering of logs, system metrics at the time of failure

Lead and reproduce the issues in a controlled environment to understand the conditions under which it occurs

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

Lead and narrow down the possible sources of causing the failure

Lead the use of diagnostic tools such to analyse the application behaviour

Lead and perform the correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Leadership

Supervision and provision of guidance to Level 2 engineers for change requests and service requests Lead and manage day-to-day operations of the Level 2 support Track and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availability Lead the process and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handling Identify tools and systems to streamline Level 2 support operations

Work Schedule

Require rotational on-call duty support Available for graveyard hours change request deployment as scheduled

Requirements:

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

At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers

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

IT Infrastructure Library (ITIL) 4 Foundation certification

Knowledge/Skills:

Software-centric. Understand agile, DevOps and CI/CD practices

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
Job Type: Permanent

Pay: $8,000.00 - $15,000.00 per month

Benefits:

Health insurance
Experience:

Level 2 support for mission critical 24x7 production support: 5 years (Required) Agile, DevOps and CI/CD practices : 5 years (Required)
License/Certification:

IT Infrastructure Library (ITIL) 4 Foundation certification (Required)
Work Location: In person