Operations Support Engineer - A26049

Activate Interactive Pte Ltd (“Activate”) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia. Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency.

We believe in positively impacting the lives of people around us and the environment we live in through the use of technology. Hence, we are committed to providing a conducive environment for all employees to realise their full potential, who in turn have the opportunity to continuously drive innovation.

We are searching for our next team members to join our growing team.

If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people’s lives, then we would love to hear from you.

Co-Development Business Unit is hiring for Operations Support Engineer

Internal Code: A26049

You will work in Singapore Government Agencies

This is a fixed term contract role. The engagement is 24 months.

What will you do?

Vendor Management & Stakeholder Coordination

• Manage and coordinate with application support maintenance vendors to ensure adherence to service level agreements (SLAs) for legacy system support
• Serve as the primary point of contact between internal stakeholders, end users, and vendor support teams
• Monitor vendor performance and escalate issues when SLAs are at risk of being breached
• Facilitate regular vendor review meetings and performance assessments

Ticket Management & Issue Resolution

• Oversee the end-to-end ticket lifecycle using Jira, ensuring proper categorisation, prioritisation, and tracking of support requests
• Monitor ticket queues and ensure timely assignment and resolution according to established SLAs
• Coordinate L1, L2, and L3 support activities with vendor teams for legacy applications
• Provide regular reporting on ticket volumes, resolution times, and user satisfaction metrics

User Support & Communication

• Act as the liaison between end users and technical support teams, ensuring clear communication of issues and resolutions
• Manage user expectations regarding resolution timelines and system limitations
• Gather user feedback and identify recurring issues that may require process improvements
• Conduct user communication regarding planned maintenance, system updates, and known issues

Process Management & Documentation

• Maintain and improve operational processes for legacy system support in alignment with Product Management methodologies
• Ensure all support activities are properly documented and comply with audit requirements
• Develop and maintain knowledge base articles and troubleshooting guides
• Create and present regular status reports to management and stakeholders

System Support

• Handle routine operational tasks including system monitoring, basic troubleshooting, and user account management
• Coordinate planned maintenance windows and system updates with minimal business disruption
• Manage day-to-day operational activities to free up core team capacity for strategic product development
• Conduct system audits, compliance checks, and technical assessments to ensure infrastructure integrity and regulatory adherence.
• Oversee system modifications and coordinate data migration activities to support new product development with minimal downtime.

What are we looking for?

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
• Minimum 3-5 years of experience in IT operations, application support, or vendor management roles
• Proven experience managing external vendors and ensuring SLA compliance
• Strong proficiency with Jira for ticket management and workflow automation
• Excellent stakeholder management skills with ability to communicate technical issues to non-technical audiences
• Strong problem-solving abilities and analytical thinking
• Excellent written and verbal communication skills
• Experience working within Product Management frameworks and agile methodologies is preferred
• Experience with ITSM tools
• Understanding of incident management and change management processes
• Basic knowledge of application monitoring and performance management tools
• Familiarity with on premise systems and their monitoring capabilities
• Knowledge of scripting for process automation (good to have)
• Strong interpersonal skills with ability to build relationships across different teams
• Proactive approach to identifying and resolving potential issues
• Ability to work under pressure and manage multiple priorities simultaneously
• Customer service orientation with focus on user satisfaction
• Collaborative mindset with ability to work effectively in cross-functional teams
• Adaptability to changing priorities and business requirements
• Previous experience in government or public sector IT environments
• Certification in ITIL or similar service management frameworks
• Experience with legacy system modernisation projects
• Knowledge of information security practices and compliance requirements
• Experience with reporting and dashboard creation tools

What do we offer in return?

• Fun working environment
• Employee Wellness Program
• To work in Singapore Government Agencies projects
• We provide structured development framework and growth opportunities. (We are a “SHRI 2025 Gold winner” in “Learning & Development; Coaching & Mentoring”)

Why you'll love working with us?

If you are looking for opportunities to collaborate with leading industry experts and be surrounded by highly motivated and talented peers, we welcome you to join us. We provide all employees with equal opportunities to grow and develop with us. We believe your success is our success.

Activate Interactive Singapore is an equal opportunity employer. Employment decisions will be based on merit, qualifications and abilities. Activate Interactive Pte Ltd does not discriminate in employment opportunities or practices on the basis of race, colour, religion, gender, sexuality, national origin, age, disability, marital status or any other characteristics protected by law.

Protecting your privacy and the security of your data are longstanding top priorities for Activate Interactive Pte Ltd.

Your personal data will be processed for the purposes of managing Activate Interactive Pte Ltd’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes.

Please consult our Privacy Notice (https://www.activate.sg/privacy-policy) to know more about how we collect, use, and transfer the personal data of our candidates. Here you can find how you can request for access, correction and/or withdrawal of your Personal Data.