Senior Support Engineer - IT Mobile and Web Applications (AC137)
Activate Interactive Pte Ltd, Singapore
Job Description
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.
Senior Support Engineer
The Senior Support Engineer is responsible for the support, operations and maintenance of the software applications. He/She should have a deep understanding of the maintenance objectives, targets and the application functionalities. He/She is responsible to interact, setting up and onboarding of end users. He/She works in a team setting and is proficient in applications development procedure, monitoring tools and techniques required. He/She is also familiar with the software platforms on which the solutions are implemented.
He/She is analytical in issue management, a good communicator and is focus on resolving issues based on priorities. He/She is able to assess, classify, prioritise, diagnose issues effectively in a collaborative manner and strive for continuous improvement and service excellence.
- Maintain a good knowledge base / FAQ for operational support
- Effectively assess, classify, prioritise, diagnose issues in a collaborative manner
- Collaborate with external stakeholders and vendors to resolve incident
- Recommend tools to facilitate the analysis of operational data
- Facilitate monitoring of security access i.e. registration of passwords and accounts
- Maintain training materials and conduct training for operational support personnel
- Maintain operational manual and user manual
- Carry out system transition and archival plan
- Comply with internal, external business and regulatory requirements
- Develop operational software configuration documentation
Oversee service level agreements and service improvement
- Deep understanding and comply with the service-level objectives and targets
- Carry out maintenance plans activities to meet service level
- Take reference to the service-level dashboard to monitor the targets and ensure that requirements are met
- Conduct root casual analysis upon issue closure
- Support trend analysis on a monthly basis
- Propose improvements to refine the SDLC processes and achieve continuous improvement
- Define, measure and achieve client satisfaction through the metrics collected
- Support the development of incident report for high severity issue
- Implement software maintenance activities according to plans
- Implement corrective, adaptive and preventive maintenance
- Provide timely maintenance to improve system efficiency, performance and continuity
- Develop deployment request form for approval for software release
- Define, analyse and automate system monitoring
Requirements
- Bachelor’s degree in Computer Science or equivalent. Diploma holders’ relevant experiences will be considered.
- Experience in Dot Net or Java.
- Experience in web and mobile application production support in a large and complex systems operation environment.
- Experience with government agencies.
- Experience with various Singapore Government or Statutory IT compliance standards will be an advantage.
- Experience in SDLC, Agile, and Scrum methodology.
- Experience with Jira, Confluence, or other collaborative platforms.
- Strong Database skills, including MS SQL and MySQL.
- Good understanding of App/Web Server, SQL Database, and Mobile development configuration and setup.
- Knowledge of DevOps pipelines and related tools (such as Bitbucket, Artifactory, Bamboo, Jenkins).
- Ability to troubleshoot web portals API and read server/app logs to resolve issues.
- Able to grasp knowledge of application business logics.
- Familiarity with Azure, AWS, or GCP platforms will be an advantage.
- Knowledge of MS SharePoint will