About the role

We are looking for an experienced Day-2 Cloud Engineer to join our Cloud Operations team supporting production AWS environments for our government and commercial customers, including Singapore Government (GCC) accounts. This is a hands-on operational role focused on keeping customer workloads healthy and available. You will be the front line for incident response, working to resolve issues within contracted SLAs, collaborating with adjacent engineering teams to troubleshoot problems, and responding to alerts raised by our monitoring and observability platform (Elastic APM). The ideal candidate is calm under pressure, methodical in diagnosis, and takes strong ownership of issues through to resolution and root cause.

Key responsibilities

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

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

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

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

About you

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

Strong sense of ownership and accountability

Clear written and verbal communication, especially when managing incidents and updating stakeholders