L2/L3 Operations Support Engineer (Public Sector)

1-year contract, renewable Hybrid work arrangement Government project The Role You'll be embedded in a product team building software that serves the people of Singapore — working agile, adopting best-in-class practices, and taking real ownership of production reliability. As the Operations Support Engineer, you're the person who keeps the lights on and makes the system better: monitoring environments, resolving incidents, and driving continuous improvement across the stack. What You'll Do Incident & Operations Management Provide L2 and L3 (code-level) support for an internal product Manage application and security incidents end-to-end — from determination through resolution — meeting SLA commitments Escalate and report to management or incident committees where necessary Ensure 24/7 support coverage across staff and vendor teams Monitoring & Performance Monitor and analyse production and non-production environments to maintain optimum system performance Implement full-stack monitoring (application + infrastructure) using APM tools Develop data-driven strategies for continuous improvement Process & Automation Identify and implement process automation to minimise downtime and human error Implement change and incident management workflows using ITSM tools (Remedy, Zendesk, ServiceDesk, or equivalent) Implement security and access control measures for privileged access to test and production environments Collaboration & Reporting Work with application teams, solution architects, security consultants, and vendors on improvement plans Develop operations and process guides that meet audit requirements Produce status and progress reports; present findings to stakeholders and senior management What We're Looking For Must-haves Degree in Computer Science, Information Technology, or a related field Proven experience in an operations engineering or similar IT role Hands-on experience with cloud infrastructure (AWS, Azure, or GCP); relevant certification preferred Familiarit…