- Singapore Central Region (Singapore) Singapore
全职 IT Operations Support Engineer - 1565 工作, 薪水 up to SGD 6,300, JOBSTER PRIVATE LTD. Central Region (Singapore) 公司招聘中 - Ricebowl
IT Operations Support Engineer - 1565
JOBSTER PRIVATE LTD.
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职位描述
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What You’ll Work On:
• Partner with product managers, engineers, policy leads, partner agencies, system owners, and helpdesk teams to ensure operational readiness for new features, launches, agency engagements, documentation, testing, and post-launch support.
• Triage, investigate, and coordinate resolution of production issues, including analysing user impact, reviewing data flows, checking logs or database records where appropriate, and working with technical teams to clarify root causes and remediation options within defined SLAs.
• Manage the backlog of ProdOps issues, including issue logging, categorisation, impact assessment, prioritisation, follow-up with owners, and reporting of key trends or blockers to management, product and operations leads.
• Scope, implement, and maintain dashboards to track helpdesk performance, production issue trends, backlog status, product-level risks, and operational metrics to support leadership reporting, prioritisation, and data-driven decisions.
• Prepare clear documentation and submissions for operational approvals, including data patches, production fixes, risk acceptance, exception handling, and other matters requiring division Director or management endorsement.
• Establish clear feedback loops between customer experience teams, helpdesk agents, product teams, technical teams, and policy stakeholders to improve issue resolution and ensure user insights drive continuous improvement.
• Improve and maintain internal tools, workflows, and SOPs, including JIRA, escalation frameworks, ticket tagging or logging standards, issue playbooks, and operational governance processes.
• Understand and map data flows, user journeys, dependencies, risks, and operational issues across systems, including identity records, data accuracy, and upstream or downstream system dependencies.
What we are looking for
• 2 to 4 years of experience as a technical business analyst or product operations specialist in a tech or systems-driven environment.
• Partner with product managers, engineers, policy leads, partner agencies, system owners, and helpdesk teams to ensure operational readiness for new features, launches, agency engagements, documentation, testing, and post-launch support.
• Triage, investigate, and coordinate resolution of production issues, including analysing user impact, reviewing data flows, checking logs or database records where appropriate, and working with technical teams to clarify root causes and remediation options within defined SLAs.
• Manage the backlog of ProdOps issues, including issue logging, categorisation, impact assessment, prioritisation, follow-up with owners, and reporting of key trends or blockers to management, product and operations leads.
• Scope, implement, and maintain dashboards to track helpdesk performance, production issue trends, backlog status, product-level risks, and operational metrics to support leadership reporting, prioritisation, and data-driven decisions.
• Prepare clear documentation and submissions for operational approvals, including data patches, production fixes, risk acceptance, exception handling, and other matters requiring division Director or management endorsement.
• Establish clear feedback loops between customer experience teams, helpdesk agents, product teams, technical teams, and policy stakeholders to improve issue resolution and ensure user insights drive continuous improvement.
• Improve and maintain internal tools, workflows, and SOPs, including JIRA, escalation frameworks, ticket tagging or logging standards, issue playbooks, and operational governance processes.
• Understand and map data flows, user journeys, dependencies, risks, and operational issues across systems, including identity records, data accuracy, and upstream or downstream system dependencies.
What we are looking for
• 2 to 4 years of experience as a technical business analyst or product operations specialist in a tech or systems-driven environment.
重要安全守则
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