Frontend Maintenance

The Frontend Maintenance team is responsible for maintaining and monitoring Automatic Fare Collection (AFC) frontend devices and systems used across the public transport network. Typical devices include bus fare collection devices and rail fare collection gates.

The key responsibility of this role is to ensure the reliability and availability of AFC devices and systems in the production environment. You will investigate and troubleshoot technical issues, proactively monitor system health, and collaborate with software development, network, infrastructure, security and other technical teams to resolve issues effectively.

The role requires strong technical and analytical capabilities, good communication skills, and the ability to work independently and take ownership of issues.

Job Responsibilities

Production Maintenance and Troubleshooting

• Maintain and monitor AFC frontend devices and systems in the production environment.
• Investigate and troubleshoot device, application, system or network issues, including analysis of system behaviour and logs to identify root causes.
• Work independently to assess issues, determine the appropriate troubleshooting approach and drive issues towards resolution.
• Collaborate with software development, network, infrastructure, and other technical teams to investigate and resolve issues.
• Propose workaround or escalate issues where necessary.

Monitoring and Alerting

• Set up, maintain and continuously improve monitoring and alerting systems for AFC devices and systems.
• Proactively monitor system health, device availability, connectivity and abnormal conditions.
• Identify opportunities to improve monitoring coverage and enable early detection of potential production issues.
• Develop monitoring and automation solutions to improve operational efficiency and reduce manual effort.

Client and Operational Support

• Provide technical support to clients and internal stakeholders for AFC-related issues.
• Coordinate with clients and relevant technical teams during incident investigation and resolution.
• Provide clear and timely updates on incident status, findings and resolution.
• Provide occasional off-hours support for production incidents, maintenance activities and deployments when required.

Documentation and Continuous Improvement

• Maintain technical documentation, operational procedures and records of system or configuration changes.
• Develop knowledge articles and troubleshooting guides for recurring issues.
• Review recurring incidents and system trends to identify opportunities to improve system reliability, monitoring and support processes.
• Support production software rollout, configuration changes and deployment activities when required.

Requirements

• Recognized Degree in Electrical/Electronics Engineering, Computer Science, Information Technology or a relevant discipline.
• Strong technical foundation with the ability to understand overall system architecture and interactions between applications, servers, networks, frontend devices and other system components.
• Strong troubleshooting and analytical skills, with the ability to investigate technical issues, analyse system behaviour and logs, identify possible root causes, and determine the appropriate course of action.
• Ability to work independently with minimal supervision, take ownership of assigned tasks and incidents, and drive issues through investigation, resolution or appropriate escalation.
• Good knowledge of Windows and/or Linux operating systems. Experience with Unix or QNX platforms will bean advantage.
• Experience in application, system or production support, including incident investigation, troubleshooting and coordination with different technical teams, will be an advantage.
• Experience in setting up, maintaining or using system monitoring and alerting tools to monitor system health, availability and abnormal conditions will be highly desirable.
• Ability to conduct trend analysis on incidents and system behaviour and identify opportunities to improve system reliability, monitoring and operational support.
• Good written and verbal communication skills in English.

• Willing and able to provide occasional off-hours support for production incidents, maintenance activities and deployments when required.

• Fresh graduates with a strong technical foundation, good problem-solving ability and an interest in system maintenance and troubleshooting are welcome to apply.

Experience or knowledge in the following will be an added advantage:

• SQL and database (MySQL, DB2)
• Python
• PowerShell
• Incident Management and ITIL processes
• Data analysis and visualization
• Software development
• AWS or other cloud platform certifications or experience