Senior Support Engineer (Application)

About the role

Activate Interactive, a technology consultancy in Singapore, is looking for a Senior Support Engineer (Application) to ensure the reliability, stability and availability of production and non-production application environments. The role provides incident, service request and problem support in line with agreed SLAs, business impact levels and priority classifications, and covers issue resolution, stakeholder communication, escalation, monitoring, preventive maintenance and continuous improvement.

Key responsibilities

• Manage incident resolution and service request fulfilment according to SLAs and priority classifications.
• Triage, assess impact, troubleshoot and resolve application, infrastructure and operational issues, and give timely updates to stakeholders and users.
• Recommend and apply workarounds or corrective actions, and escalate complex or recurring issues with clear findings.
• Run routine system health checks, monitoring reviews and preventive maintenance.
• Maintain accurate incident, service request, problem and operational records in ticketing systems.
• Support root cause analysis, post-incident reviews and continuous improvement.
• Assist in change implementation, release support, deployment validation and operational readiness.
• Prepare or update operational documentation, SOPs, troubleshooting guides and knowledge base articles.
• Coordinate with cross-functional teams on service continuity, audit readiness, security compliance and reporting.
• Mentor junior operations team members.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
• Minimum 4-6 years of experience in IT operations, application support, production support, site reliability engineering or a similar role.
• Experience supporting production and non-production environments, and incident, service request, problem and change management.
• Experience working with development teams, product managers, vendors, security consultants and user support teams.
• Experience with monitoring, troubleshooting, deployment support, reporting and documentation.
• Preferred: experience managing or guiding team members or vendors in a 24/7 support environment, and experience with government digital platforms, citizen-facing apps or enterprise cloud transformation.
• ITIL certification or equivalent, and cloud or security/DevOps certifications, are preferred.

Required skills

• Incident, service request, problem and change management, preferably ITIL-aligned.
• Web applications, APIs, databases, servers, networks, integrations, logs and monitoring dashboards.
• System monitoring and alert handling with tools such as Dynatrace, Splunk, AWS CloudWatch or equivalents.
• Cloud, hosting, backup, recovery and availability concepts on Azure, AWS, GCC or equivalents.
• Basic SQL, PowerShell or Python scripting, and ticketing tools such as Jira, Azure DevOps or ServiceNow.
• SLA management, escalation procedures, security, vulnerability remediation and compliance.

What we offer

• A fun working environment and employee wellness program.
• Work on Singapore Government Agency projects.
• Structured development framework and growth opportunities.