Cloud Engineer

Key Responsibilities Incident & SLA Management • Respond to, triage, and resolve incidents (P1–P4) within contracted SLAs, owning each ticket from detection through to resolution. • Drive root-cause analysis (RCA) and contribute to post-incident reviews for major incidents. • Provide clear, timely updates to customers and internal stakeholders throughout the incident lifecycle. Monitoring, Alerting & Standby • Serve on the standby / on-call rota and respond promptly to alerts raised by the monitoring platform (Elastic APM and associated observability tooling). • Proactively monitor dashboards and system health to detect and address issues before they impact service. • Tune alert thresholds and reduce alert noise to improve signal quality and response efficiency. Troubleshooting & Cross-TeamCollaboration • Partner with application, network, security, platform, and other engineering teams to diagnose and resolve complex issues spanning multiple domains. • Escalate to L3 / specialist teams or vendors (e.g., AWS Support) where required, and manage the escalation through to closure. Operational Support (BAU) • Perform day-to-day operational support of AWS environments — compute (EC2), storage (S3 / EBS), networking (VPC, security groups, load balancers), IAM, patching, and backup/restore. • Execute changes in line with ITIL change management processes and maintain a strong compliance and audit posture. • Contribute to problem management and continuous service-improvement initiatives. Documentation & Governance • Maintain and improve runbooks, standard operating procedures (SOPs), and knowledge-base articles. • Adhere to Singapore Government security requirements (e.g., IM8) and GCC (Government Commercial Cloud) governance and operating standards. Required Qualifications & Experience • Bachelor’s degree in Computer Science, Information Technology, or related field. • 3–4 years of relevant experience as a Day-2 Cloud / Cloud Operations Engineer supporting production AWS environments. • Solid working knowledge of core AWS services (EC2, S3, VPC, IAM, CloudWatch, ELB, RDS). • Hands-on experience with ITIL-aligned incident, problem, and change management in a managed-services or operations context. • Demonstrated experience supporting Singapore Government accounts. • GCC (Government Commercial Cloud) experience — familiarity with GCC operating models, controls, and governance. • Willingness and ability to participate in a standby / on-call and shift rota. • Strong troubleshooting mindset with the ability to remain composed and effective during high-pressure incidents. Preferred (Nice-to-Have) • Experience with Elastic APM / the Elastic Stack (Elasticsearch, Kibana) for application performance monitoring and observability. • AWS certification — AWS Certified SysOps Administrator – Associate or Solutions Architect – Associate. • Scripting / automation skills (Python, Bash) and Infrastructure-as-Code (Terraform or CloudFormation). • ITIL Foundation certification. • Exposure to other observability / monitoring tools (CloudWatch, Grafana, Prometheus).