Description

Activate Interactive Pte Ltd (“Activate”) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia. Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency.

We believe in positively impacting the lives of people around us and the environment we live in through the use of technology. Hence, we are committed to providing a conducive environment for all employees to realize their full potential, who in turn have the opportunity to continuously drive innovation.

We are searching for our next team members to join our growing team.

If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people’s lives, then we would love to hear from you.

This is a 12 months fixed term contract role.

What will you do?

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.

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

• 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.

Requirements

Educational Background:

● Diploma or higher in Computer Science, Information Technology, or a related field.

Professional Experience:

● 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.

Technical Expertise:

● 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.

Problem-Solving Skills:

● 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.

Operational Practices:

● Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).

● Experience working with runbooks, SOPs, and on-call support rotations (if applicable).

Additional Skills (Bonus Points):

● 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.

Character Traits We Look Out For

● 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

Benefits

What do we offer in return?

• Fun working environment

• Employee Wellness Program

• To work in Singapore Government Agencies projects

• We provide structured development framework and growth opportunities. (We are a “SHRI 2025 Gold winner” in “Learning & Development; Coaching & Mentoring”)

Why you'll love working with us?