jobs in RAPSYS TECHNOLOGIES PTE LTD

全职 Application -Production Support 工作, 薪水, RAPSYS TECHNOLOGIES PTE LTD 公司招聘中 - Ricebowl

Application -Production Support

RAPSYS TECHNOLOGIES PTE LTD

Undisclosed

全职

Singapore

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工作地点

  • Singapore

职位描述

岗位职责

Production Support & Incident Management

  • Act as the primary Ll /L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.
  • Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.
  • Lead incident triage, troubleshooting, escalation, and resolution activities.
  • Perform impact assessment and coordinate with relevant stakeholders during service disruptions.
  • Support incident management activities and facilitate communication during critical outages.
  • Conduct post-incident reviews and root cause analysis (RCA) to prevent recurrence.
  • Develop and maintain operational runbooks, support procedures, and knowledge base articles.

System Monitoring & Reliability

  • Monitor application, infrastructure, and business service health using observability and monitoring tools.
  • Analyse system performance, availability, error trends, and capacity utilization.
  • Configure and tune alerts to reduce noise and improve operational visibility.
  • Collaborate with engineering teams to improve system reliability and operational resilience.
  • Support Site Reliability Engineering (SRE)practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

  • Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.
  • Perform first-level troubleshooting on:
  • Compute services (EC2, ECS, Lambda)
  • Networking
  • Load Balancers
  • CDN services
  • Storage services
  • Investigate infrastructure-related issues affecting application performance or availability.
  • Support deployment verification and post-release monitoring activities.

Application & Integration Support

  • Troubleshoot application issues across web, mobile, APIs, and middleware platforms.
  • Analyse application logs, monitoring data, and system traces to identify root causes.
  • Support integrations with external systems, partners, payment gateways, and other enterprise platforms.
  • Work closely with L3 to reproduce issues and validate fixes.
  • Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

  • Identify recurring incidents and operational inefficiencies.
  • Drive automation opportunities to reduce manual effort and repetitive support activities.
  • Recommend improvements to monitoring, alerting, deployment processes, and support workflows.
  • Contribute to operational excellence initiatives and service reliability improvements.

Stakeholder &Vendor Management

  • Collaborate with internal teams, external vendors, and partners across different geographies and time zones.
  • Communicate effectively with technical and non-technical stakeholders.
  • Provide timely updates during incidents and service disruptions.
  • Participate in operational reviews, governance meetings, and service improvement discussions.

Required Skills & Experience Technical Skills

  • 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.
  • Strong knowledge of AWS cloud services and operational support.
  • Good understanding of cloud-native application architecture.
  • Experience supporting:
  • Digital platforms
  • E-commerce systems
  • Customer-facing web applications
  • Mobile applications
  • Knowledge of CDN technologies and content delivery architecture.
  • Experience with monitoring and observability platforms such as:
  • Datadog
  • New Relic
  • Dynatrace
  • AppDynamics
  • Grafana
  • CloudWatch
  • Familiarity with APM (Application Performance Monitoring) concepts.
  • Understanding of SRE principles and operational best practices.
  • Strong knowledge of:
  • APIs
  • Microservices
  • Web services
  • System integrations
  • Authentication and authorization flows
  • Experience using ticketing and ITSM platforms(Jira Service Management, ServiceNow, etc.).
  • Understanding of Incident, Problem, and Change Management processes.
  • Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or Cloud WatchLogs.

Soft Skills

  • Strong troubleshooting and analytical thinking abilities.
  • Naturally curious and investigative, with adesire to understand the full context behind incidents and operational events.
  • Excellent problem-solving and root cause analysis skills.
  • Strong ownership mindset and accountability.
  • Ability to work independently in a fast-paced operational environment.
  • Good communication and stakeholder management skills.
  • Ability to remain calm and methodical during high-severity incidents.
  • Strong documentation and knowledge-sharing practices.
  • Continuous improvement mindset with a focus on automation and operational efficiency.

Good To Have Skills

  • Knowledge of WeChat Mini Program ecosystem and integrations.
  • Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.
  • Basic scripting skills (Python, Shell, Bash, PowerShell).
  • Experience with API Gateway and event-driven architectures.
  • AWS Certifications (Cloud Practitioner, Solutions Architect Associate, SysOps Administrator).
  • ITIL Foundation certification.
  • Experience supporting payment gateways and digital commerce ecosystems.

Working Conditions

  • Participate in a 24x7 support and on-call rotation model.
  • Support late-night, weekend, and public holiday deployments where required.
  • Work closely with internal teams, vendors, and stakeholders across multiple time zones.
  • Respond to critical production incidents outside business hours when necessary.

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