Monitor operational alarms, manage cloud support tickets, and perform incident triage, escalation, coordination, and resolution. Maintain operational records, runbooks, knowledge bases, and service continuity across shifts. Collaborate with technical teams, vendors, and stakeholders while supporting SLA compliance and continuous improvement. More senior responsibilities include major incident coordination, shift workload oversight, mentoring, process standardization, and backup team leadership.
Knowledge, Skills & Abilities:
Core Responsibilities
- Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks.
- Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene.
- Participate in incident triage, escalation, coordination, and resolution activities.
- Support shift handovers and maintain service continuity across operations.
- Maintain accurate operational records, reports, and documentation.
- Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations.
- Identify process gaps and contribute to continuous improvement initiatives.
- Support knowledge base maintenance, operational reviews, and reporting activities.
- Serve as a first-level escalation point of contact for operational issues.
- Guide major incident handling and support bridge calls when needed.
- Oversee workload distribution and operational execution across shifts.
- Coach junior team members and provide structured guidance and feedback.
- Help drive process standardization, documentation quality, and operational excellence.
- Act as backup team lead or operational coordinator when required.
- Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
- Experience in operations, cloud support, network operations, technical support, or incident management environments.
- Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
- Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
- Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
- Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
- Ability to work in a fast-changing environment and manage multiple operational priorities.
- Strong ownership, accountability, and execution mindset.
- Experience acting as a shift lead, escalation point, or operational coordinator.
- Exposure to cloud infrastructure operations, service monitoring, or production support environments.
- Experience supporting major incident response and stakeholder communications.
- Experience maintaining documentation standards and improving operational workflows.
- Exposure to automation, scripting, or process optimization initiatives.
- Experience supporting reporting, metrics tracking, or service review preparation.
- Prior experience working with distributed teams, vendors, or regional support functions.
- Proven ability to work independently with minimal supervision.
- Experience mentoring team members or supporting onboarding and knowledge transfer.
- Strong stakeholder management skills and confidence in escalation scenarios.
- Interest in automation and continuous improvement of operational efficiency.
- High adaptability, learning agility, and willingness to challenge inefficient processes.
- Experience supporting projects or mini-projects under tight timelines.
Similar Jobs
Information Technology
Operate 24/7 incident and alarm monitoring across servers, networks, DC infrastructure, and physical security. Triage and investigate alerts, act as incident commander during major events, perform RCA, coordinate threat and emergency responses (Everbridge/InternationalSOS), maintain ticketing records, and follow SOPs and playbooks to ensure uptime and safety.
Top Skills:
Access Control SystemsAvigilonCctvDcimDnsEverbridge Visual Command Center (Vcc)GenetecGrafanaInternationalsosIp NetworksLenelLoad BalancingServer Health MonitoringTicketing Systems
Information Technology
Monitor and respond to facility and data center incidents 24x7: detect, triage, coordinate incident response, maintain ticketing records, run preliminary RCAs, manage communications with on-site teams and vendors, and support continuous improvement and reporting.
Top Skills:
Automatic Transfer Switch (Ats)AvigilonBuilding Management Systems (Bms)CctvChilled Water SystemsCracCrahData Center Infrastructure Management (Dcim)Dcim/Epms Monitoring PlatformsElectrical Power Monitoring Systems (Epms)Environmental SensorsFire Alarm And Suppression SystemsGeneratorsGenetecHvacIncident Management SystemsJohnson ControlsLeak Detection SystemsLenelPower Distribution Units (Pdus)Schneider Electric EcostruxureSiemensTicketing SystemsUpsVertiv
Financial Services
Execute emerging-market fixed income, rates, and FX transactions for institutional clients. Provide market updates and intelligence, manage client orders, book trades, and collaborate with trading, structuring, and research teams. The role requires strong financial markets knowledge, attention to detail, communication skills, and the ability to work under pressure while developing cross-product expertise.
Top Skills:
BloombergMarketaxessExcelMicrosoft PowerpointMicrosoft Word
What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
