IT Helpdesk / Operations Support Engineer

Our client, one of Asia-Pacific’s leading organizations is looking for:

Operations Support Engineer

Responsibilities:

• Partner with product managers, engineers, policy leads, partner agencies, system owners, and helpdesk teams to ensure operational readiness for new features, launches, agency engagements, documentation, testing, and post-launch support
• Triage, investigate, and coordinate resolution of production issues, including analysing user impact, reviewing data flows, checking logs or database records where appropriate, and working with technical teams to clarify root causes and remediation options within defined SLAs
• Manage the backlog of ProdOps issues, including issue logging, categorisation, impact assessment, prioritisation, follow-up with owners, and reporting of key trends or blockers to management, product and operations leads
• Scope, implement, and maintain dashboards to track helpdesk performance, production issue trends, backlog status, product-level risks, and operational metrics
• Establish clear feedback loops between customer experience teams, helpdesk agents, product teams, technical teams, and policy stakeholders to improve issue resolution and ensure user insights drive continuous improvement
• Improve and maintain internal tools, workflows, and SOPs, including JIRA, escalation frameworks, ticket tagging or logging standards, issue playbooks, and operational governance processes

Requirements:

• 2 to 4 years of experience as a technical business analyst or product operations specialist in a tech or systems-driven environment
• Strong understanding of data flows, backend processes, databases, APIs, and system architecture, with comfort using SQL to investigate issues and support decisions
• Ability to break down complex systems into clear user journeys, operational steps, dependencies, risks, and improvement opportunities
• Experience triaging production issues, assessing user or operational impact, coordinating with technical teams, and tracking issues through to resolution
• Ability to manage issue backlogs in a structured way, including categorising issues, assessing severity and urgency, prioritising follow-up, and communicating trade-offs clearly
• Strong written and verbal communication skills, with the ability to translate technical concepts for both technical and non-technical stakeholders

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Interested applicants can also email CV at [email protected] (for faster processing, please state the exact job / position title applied “Operations Support Engineer”

Only shortlisted candidates will be notified.

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EA License Number: 10C3636
EA Personnel Name: Arora, Hardeep
EA Personnel Registration Number: R1111454

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