Associate Director, Support Engineering

At Singtel, we're working on projects that push the boundaries of digital, realising our vision and purpose to Empower Every Generation. We have a dynamic and diverse team, with a passion for innovation, and talent to deliver cutting-edge digital solutions and immersive customer experience.

In Group IT, we create great technology that can change the future, and we're looking for people to be part of our digital and 5G journey. If you like to work in a dynamic, leading communications technology group to deliver innovations and excellence across the region, come join our digital, software engineering, data and cyber security teams!

Key Responsibilities

As a Principal Support Engineer in the Backend Chapter, you will be responsible of

• Supporting and operating applications that run in the cloud or in the data centre to support both web and mobile apps in a model approach.  Using best engineering best practices, the applications you support and operate will be the highest availability with public traffic and active users and confirm to production operation standards.
• Work with applications primarily written in the Java programming language with specialized services written in other languages such as JavaScript or Golang, Python, etc.
• Service implementation approaches that support consistent and eventually consistent data models using synchronous and asynchronous techniques and understand the fundamentals of resource optimization and concurrency.
• Contribute to the support and operation of highly scalable applications running in both the cloud and on-premises data centres and the principles of micro-services.
• Good practice on software engineering, CI/CD, automation, reducing Toil, and operating with SOPs under your ownership.
• Using DevOps tools and CICD pipelines (JIRA, Bamboo, BitBucket, Nexus, SonarQube)
• Data Engineering & Analysis, ETL pipelines, etc.
• Have automated operational dashboards for MSTA and Categorization Dashboard report for all Digital Channels for squad, DTSM using Elastic Stack, Data Engineering, Management and Analytics.
• Resolving not only incidents coming in but find its root-cause and user impact using automated queries in a whole picture and involving respective teams to resolve the issue.
• Creating Operational procedure to be followed by L2 Technical support team to not to follow service guidelines while working with incidents, which will directly impact on reports.
• Proactive monitoring and alerting squad team to avoid any major issues.
• Working and blending into squads to learn the pain points and work for its closure.
• Recruiting and expanding the support team for all Digital Channels.
• Automating all necessary manual work which being done.
• Structuring Operational Model – To Lead Production support squad.
• Guide Production Support Squad – For better customer satisfaction which indirectly pull in more customers and revenue.
• Mentoring development squads on Kubernetes, cloud engineering, cloud native best practices including configuration & observability to improve production support.
• Suggesting development squads to follow common framework across all apps to improve production support quality – like using common logging framework, L2 rota for support.
• Improving Application Performance Monitoring tools, such as Dynatrace, AppDynamics, Elastic APM
• Automating sanity checks for Digital Channel App using ELK and preparing dashboards.
• Formation of complete Singtel L2 support (in NCS India), so that we can save money which we are spending now for Vendor TechM for support staff.
• Improving ServiceNow functionality – so that we can produce best efforts on automated support works.
• Automate DT Cab and PreCab work into dashboards.
• Contributing in a such a way that it should give positive influence across BU’s as a role model.
• Prepare, Train, Guide Singtel Production Support team for DT applications.
• Be an example to the team and across BU’s – live by example
• Setting KPI’s for production support squad and individual team members too and mentor them to achieve it.
• As a Lead - Blend into the team, lead, develop and maintain respectful and trusting relationship within squad and across squads
• Mentor L2 team to work across squads in DT for providing better support to all DT applications support them when stuck.

The ideal candidate should possess:

• BA in Computer Science or Computer Engineering
• Min. 10 years relevant experience in backend software engineering support
• Experienced in Java programming skills
• Solid understanding of Linux, networking & distributed systems
• Experienced in DevOps tools and CICD pipelines (JIRA, Bamboo, BitBucket, Nexus, SonarQube)
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation, and interpersonal skills including strong persuasive techniques.

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Apply now, and ignite our digital future together.