L2 Application Support Engineer (Public Sector) - Part-Time

• 1-year contract, renewable
• Hybrid work arrangement
• Government project

The Government Digital Product (GDP) Team aims to spearhead the digital transformation of government. GDP was established to develop new capabilities focusing on strategic systems of engagement where ICT provides a differentiating factor to citizens. The team functions to deliver digital information and transactional services leveraging on Agile Application Development, Analytics, User Experience Design, Design Thinking and Web Application Performance Optimisation.

Who We Are Looking For 

We are seeking a capable and motivated Level 2 (L2) Application Support Engineer to join our operations and support team. You will play a critical role in ensuring the stability, reliability, and performance of our production systems by investigating incidents, resolving complex technical issues, and working closely with engineering and infrastructure teams. You will be part of a cross-functional team that values service reliability, operational excellence, automation, and continuous improvement in the systems we support.

Responsibilities 

Incident & Application Support

• Provide second-line (L2) support for production and staging systems, handling escalations from L1 Support.
• Investigate application errors, system alerts, performance degradation, and integration issues.
• Restore services within agreed SLA/OLA timelines and ensure proper incident closure.

Troubleshooting & Root Cause Analysis

• Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents.
• Propose and implement corrective and preventive actions to reduce incident recurrence. 

Collaboration & Escalation

• Work closely with L3 engineers, DevOps, and vendors to resolve complex technical issues.
• Provide clear technical findings, logs, and evidence when escalating issues.
• Participate in incident bridges, post-incident reviews, and operational discussions. 

Operational Excellence

• Monitor system health, alerts, dashboards, and logs to proactively identify issues.
• Execute approved configuration changes, patches, and operational fixes.
• Support deployment, release, and maintenance activities when required. 

Automation & Continuous Improvement

• Contribute to automation of operational tasks, monitoring, and alerting where applicable.
• Identify gaps in runbooks, SOPs, and operational processes and drive improvements. 

Documentation

• Maintain and update runbooks, troubleshooting guides, and knowledge base articles.
• Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance

• Adhere to security, access control, and compliance requirements.
• Handle sensitive information in logs, tickets, and systems appropriately.
• Support audits, vulnerability remediation, and compliance checks when required. 

Key Experiences and Qualifications We Seek 

• Diploma or higher in Computer Science, Information Technology, or a related field. 
• 3–5+ years of relevant experience in application support, systems support, or operations roles.
• Experience supporting production systems in a high-availability or mission-critical environment. 
• Strong hands-on experience with:
• Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana, ELK, Google Analytics, etc)
• Linux/Unix environments
• Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3, RDS).
• Basic database knowledge (MySQL, PostgreSQL) for health checks and simple queries.
• Basic knowledge on REST APIs, system integrations and authentication design
• Understanding of incident, problem, and change management processes. 
• Strong analytical and troubleshooting skills.
• Ability to break down complex incidents into clear, actionable steps.
• Calm and methodical approach when handling production issues under pressure. 
• Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).
• Experience working with runbooks, SOPs, and on-call support rotations (if applicable).
• Experience supporting cloud-native or microservices-based systems.
• Basic scripting skills (e.g. Bash, Python) for automation.
• Experience working in government, regulated, or large-scale enterprise environments.
• Knowledge of disaster recovery and business continuity planning. 
• Team player with a collaborative mindset
• Strong sense of ownership and accountability for system reliability
• Proactive in identifying and addressing operational issues
• Willingness and ability to learn and adapt to new systems and tools
• Openness to sharing knowledge and improving team capability
• Clear verbal and written communication skills, including incident reporting