Description

CloudOps & DevOps Engineer

We are seeking a skilled CloudOps and DevOps Engineer to support GCC 2.0 / GCC+ CloudOps Managed Services across multi-cloud environments, including AWS, Microsoft Azure, and Google Cloud Platform (GCP) in GCC & GCC+.

The role focuses on day-to-day cloud operations, monitoring, incident and service request handling, operational troubleshooting, access coordination, release/patch support, and support of approved CloudOps tools and runbooks.

The engineer will be part of the CloudOps L1/L2 teams, working closely with GCC Engineering, ProductOps, service desk teams, and other stakeholders to ensure stable platform operations and timely ticket resolution.

The role requires practical operational knowledge of cloud platforms, monitoring tools, ITSM processes, DevOps tooling, and security operations, while operating within approved SOPs, escalation matrices, RBAC, and least-privilege access principles.

Key Responsibilities

1. Cloud Operations & Infrastructure Support

• Provide operational support for GCC / GCC+ cloud environments across AWS, Azure, and GCP.
• Provision and manage cloud resources using Terraform.
• Perform basic cloud infrastructure health checks, monitoring reviews, and operational coordination.
• Support cloud services such as compute, networking, storage, IAM, monitoring, and managed databases where applicable.
• Assist with account, access, subscription/project onboarding, and operational service request coordination.
• Perform basic troubleshooting based on approved SOPs, runbooks, and operational workflows.
• Coordinate with GCC Engineering / ProductOps for deep technical troubleshooting, engineering-level RCA, major incidents, and platform-level changes.
• Maintain standard Build Images and troubleshoot any issues related to OS.

2. Incident, Service Request, and Ticket Management

• Handle incidents, service requests, and technical support tickets assigned to CloudOps L1/L2.
• Perform ticket triage, request coordination, status tracking, and follow-up until closure.
• Work with internal resolver groups to ensure timely ticket resolution.
• Support high-and-above severity incidents as per the agreed support model and escalation matrix.
• Maintain timely updates in ITSM tools such as Jira / Jira Service Management and ServiceNow.
• Prepare operational updates, incident notes, and support reports as required.

3. Monitoring and Observability

• Monitor cloud and platform health using AWS CloudWatch, Azure Monitor, GCP Cloud Monitoring & Logging, Elastic/Kibana, Jira/JSM, Confluence, and Microsoft Teams/Slack integrations.
• Review dashboards, alerts, and operational metrics to identify issues or service degradation.
• Perform monitoring alert follow-up and escalation based on SOPs.
• Support existing SLOs, dashboards, alerts, and monitoring workflows.
• Coordinate with GCC Engineering for major monitoring configuration changes, new dashboard creation, or Elastic/Kibana platform-level changes where required.

4. DevOps and Tooling Support

• Support operational use of DevOps and platform tools such as GitLab, relevant IDEs, Standard Build Image (SBI), GCC DevForum, Confluence, Jira, ServiceNow, CyberArk, Commvault, and Teams/Slack integrations.
• Assist users with basic DevOps and pipeline-related operational issues based on approved SOPs.
• Coordinate with product or engineering teams for pipeline defects, tool failures, or configuration changes outside CloudOps scope.
• Support knowledge base, SOP, and runbook updates as part of continuous service improvement.

5. Security and Patch Operations Support

• Support basic security operations activities, including security patch management coordination, SIEM-related operational support, and defined unit testing/validation support.
• Support access and RBAC-related coordination, MFA/2FA, and account support coordination.
• Assist in gathering logs and artifacts for incident investigation.
• Coordinate advisory, maintenance, and incident communications with relevant stakeholders.
• Ensure CloudOps activities follow least-privilege access and approved operational workflows.

6. Backup, Recovery, and Common Services Support

• Provide operational coordination for services such as PIM, BaaS+, SCA, Standard Build Image, and other common GCC/GCC+ services as defined in scope.
• Support existing backup and recovery operational workflows where applicable.
• Coordinate with GCC Engineering or product owners for backup platform/tool issues, new setup implementation, or major configuration changes.

7. Reporting and Continuous Improvement

• Prepare operational reports, ticket summaries, service request updates, and monitoring observations.
• Participate in weekly or bi-weekly operations cadence meetings.
• Identify recurring issues and recommend improvements to SOPs, runbooks, and knowledge base articles.
• Assist in operational handover, knowledge transfer, and shadow support transition activities.

Required Skills and Experience

Cloud Platforms

• Hands-on experience in cloud operations across AWS, Microsoft Azure, and Google Cloud Platform.
• Good understanding of common cloud services such as compute/VM/EC2, VPC/VNet/networking, IAM/RBAC, storage, monitoring/logging, managed databases, and backup services.
• Prior working experience with the Singapore public sector is an added advantage.

Monitoring and Observability

• Experience using monitoring and logging tools such as AWS CloudWatch, Azure Monitor, GCP Cloud Monitoring/Logging, Elastic/Kibana, and, where applicable, Prometheus/Grafana.
• Ability to review alerts, dashboards, and logs for operational troubleshooting.
• Experience in alert handling, incident escalation, and dashboard-based health checks.

DevOps and Automation

• Working knowledge of GitLab, CI/CD pipelines, shell scripting, or Python scripting.
• Familiarity with Infrastructure-as-Code concepts such as Terraform or CloudFormation.
• Good understanding of container platforms such as Kubernetes and Docker.
• Ability to understand existing automation, scripts, and pipelines and provide SOP-based support.
• Experience in managing CI/CD pipelines using tools like GitLab CI or Azure DevOps.
• Good understanding of application and code scanning tools such as FOD, SonarQube, and Nexus-IQ.

ITSM and ITIL

• Strong understanding of ITIL processes, including Incident Management, Service Request Fulfilment, Change Management, Problem Management, and Knowledge Management.
• Experience using ITSM tools such as Jira/JSM and ServiceNow.
• Ability to maintain proper ticket updates, escalation notes, and closure documentation.

Security Operations

• Understanding of RBAC, least-privilege access, MFA/2FA support, security patch coordination, SIEM alert handling, log collection, and vulnerability/advisory coordination.
• Familiarity with CyberArk, Commvault, or similar enterprise security/backup tools is preferred.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Proven experience of 3+ years in cloud operations, CloudOps, DevOps, or platform operations.
• Experience supporting production cloud environments.
• Good communication and coordination skills to work with L1, L2, Engineering, ProductOps, and customer stakeholders.
• Ability to work with SOPs, runbooks, operational workflows, and escalation matrices.
• Ability to support business-hours operations and participate in 24x7 high-severity incident support as required.