Senior Support Engineer- IT Mobile and Web Applications
Activate Interactive Pte Ltd, Singapore
Job Description
Company:
Activate Interactive is a fast-growing technology company with a 20-year track record history and still going strong with plans to grow 50% more in 2021! We focus on mobile and web applications in the exciting space of digital health amp; more. We are already making waves with our technological solutions amp; initiatives that have impacted thousands of people and lives!
We have opportunities for you to grow your career path and are looking for talented professionals to join our team.
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
- Experience with government agencies.
- Strong critical thinker with problem solving aptitude.
- Experience with various Singapore Government or Statutory IT compliance standards will be an advantage.
- Working experience in SDLC, Agile and Scrum methodology.
- Experience with Jira, Confluence, or other collaborative platforms.
- 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)
- Familiarity with Azure, AWS or GCP platforms will be an advantage.
- The ability to take initiative and work independently with very little supervision
Qualifications
- Bachelor’s degree in Computer Science or equivalent.
- Diploma holders’ relevant experiences will be considered.
- 1+ years development experiences in Dot Net or Java.
- 1+ years web and mobile application production support in large and complex systems operation environment.
- Strong Database skills, MS SQL, MySQL.
- Troubleshoot on web portals API and read server/app logs to resolves issues.
- Able to grasp knowledge of the application business logics.
- Knowledge of MS Sharepoint will be an advantage.
- Php, JavaScript and PowerShell scripts experience will be an advantage.
- ITIL, server, project management and network certifications will be an advant