L2 System Support Engineer
About the role
The L2 Operations Support Engineer is responsible for investigating application incidents, restoring services and supporting system integrations. The role works closely with development teams to resolve technical issues and maintain the stability of the applications under its care. This is a permanent, in-house position based in Singapore.
Key responsibilities
- Investigate escalated application incidents by analysing logs, system behaviour and user reports to identify the root cause.
- Restore affected services promptly by applying fixes or workarounds, and verify that normal operation has resumed.
- Support system integrations by monitoring interfaces and data flows between systems, and troubleshooting integration failures when they occur.
- Coordinate with development teams to resolve technical issues, providing clear reproduction steps, evidence and impact details for defects that need code-level fixes.
- Record incident details, actions taken and resolutions accurately in the ticketing system, and keep affected stakeholders informed of progress.
- Perform problem analysis on recurring incidents and recommend permanent fixes or preventive measures.
- Monitor application health and alerts to detect issues early and reduce service disruption.
- Create and maintain knowledge base articles, runbooks and support procedures to improve the efficiency of the support team.
Requirements
- Able to work at the office located at 298 Tiong Bahru Road, #20-05, Central Plaza, Singapore 168730.
- Available for a permanent, full-time position.
Preferred qualifications
- Experience in application support, operations support or a similar technical support role.
- Degree or diploma in Information Technology, Computer Science or a related field.
- Familiarity with incident management tools and processes, such as ITIL-aligned practices.
- Working knowledge of log analysis, databases (such as SQL queries) and APIs for troubleshooting.
Skills and competencies
- Incident investigation and root cause analysis, to diagnose application issues methodically
- Service restoration under time pressure, with attention to accuracy
- Understanding of system integrations, including how connected systems exchange data
- Cross-team collaboration, particularly with development teams
- Clear written and verbal communication, for incident updates and technical documentation
- Analytical problem solving, to resolve complex technical issues
- Time management and prioritisation, to handle multiple incidents by severity