- Professional
- Ufficio in Singapore
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
This will be a 1 year renewable contract role.
Responsibilities
Operational Support
- Provide level 2 support operations for mission-critical system and infrastructure
- Provide troubleshooting and diagnostics for incidents escalated from level 1
- Ensure adherence to SLA, system availability
- Perform OS patching for Windows Servers and Red Hat Enterprise Linux manually or by RHEL Satellite or Microsoft WSUS
- Administer Microsoft Hyper-V and Azure Stack, including Virtual Machine provisioning, performance tuning and resource optimization
- Provide network configuration & support for Cisco switches, wireless LAN controllers
Application Support
- Investigate and resolve application incidents escalated from Level 1; perform root cause analysis and workarounds where possible
- Monitor application logs, integration points such as REST API, message queues, file-based transfer
- Perform application health checks to proactively identify issues and ensure uptime
- Liaise with Level 3 to resolve complex application issues and escalate bugs or enhancement requests
- Support and maintain job schedulers, interface configurations and integration points
- Maintain and support application configurations, environment-specific settings and integration parameters
- Document known issues, resolution procedure, rollback in the knowledge base
Incident & Problem Management
- Resolve P1/P2 issues within SLA
- Perform resolution and communications
- Perform root cause analysis and recommend permanent fixes
- Escalate unresolved issues that required software coding to Level 3 or engineering teams
- Ensure proper closure of incident and problem
Change Management
- Perform operational impact assessment
- Present change in Change Advisory Board
- Pre-Change Preparation such as review Change Request and Release Plan
- Documentation update in the knowledge base
- Post change review and feedback
Patch Management
- Perform patch management readiness
- Stakeholder coordination and team coordination
- System Readiness and Post-Patch Validation
- Documentation update and knowledge transfer
- Compliance and audit readiness
Documentation and Compliance
- Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook
- Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts
- Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned
- Maintain application documentation
- Knowledge Management
Configuration Management
- Perform validation and accuracy of configurations
- Maintain readiness of operational documentation
- Perform audit to confirm compliance of configurations
- CMDB asset verification
- Change-linked configuration tracking
- Ensure environment consistency between DEV – IVVQ – ISO-PROD – UAT and PROD
Testing and Verification
- Ensure operational readiness testing before production deployment rollout
- Ensure post-change verification coordination
- Perform regression and sanity test following patching or upgrades, in UAT and PROD
- Participation in user acceptance testing
Knowledge Management
- Documentation of resolution
- Knowledge Base Contribution
- Validation of knowledge
- Subject Matter Expertise Sharing
Root Cause Analysis
- Gather logs, system metrics at the time of failure
- Reproduction of issues in a controlled environment to understand the conditions under which it occurs
- Determine the scope and severity in terms of the systems affected, downtime duration and business impact
- Narrow down the possible sources of causing the failure
- Use of diagnostic tools such to analyse the application behaviour
- Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies
Work Schedule
- Require rotational on-call duty support
- Available for graveyard hours change request deployment as scheduled
Experience
- Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline
- At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector
- At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers
- Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis
- Preferably certification in Red Hat Enterprise Linux or Kubernetes
Knowledge/ Skills
- Operating Systems. RHEL (90%) and Windows Server (10%)
- Networking Fundamentals
- Middleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot)
- Message Queues (IBM MQ, Kafka)
- Java, C#, MQTT, Golang
- Database (SQL Server, PostgreSQL)
- ITIL/ITSM Process Knowledge
- Security Awareness
- DR and HA concepts
- Strong Technical Skills
- Leadership & Coordination
- Communication & Collaboration
- Operational Governance
Let's talk about what's in it for you!
Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support and inspire you. Working at Capgemini you'll find the rewards are more than just financial. You will work alongside some very smart and inspiring people on exciting projects and you will also enjoy incredible benefits. We offer flexible work practices and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.
As "Architects of Positive Futures", Capgemini actively supports the community in 3 ways:
Diversity and Inclusion - we believe diversity of thought fuels excellence and innovation, which is why we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. To support our commitment to diversity and inclusion, we celebrate special events and days of significance that are important to our employees such as Diwali, Bastille Day, Pride, IDAHOBIT, IWD and International day of people with Disabilities. Our Employee Resource Groups Women@Capgemini and OutFront support the grassroots passion of employees to drive our diversity agenda and effect change.
Digital inclusion - at Capgemini we are using our skills to drive social impact initiatives focusing on helping society address the impact of the digital and automation revolution. We also provide employees with opportunities to give back to the community through charity projects and volunteer days.
Environmental Sustainability - Capgemini joined the CDP's (Carbon Disclosure Project) prestigious "A list" for its commitment to the Net-Zero economy. We are focusing on helping our clients transform towards more sustainable business models and committing to reduce our own carbon emissions (GHG) by 20% per employee by 2020.
Recognized by Ethisphere as one of the World's Most Ethical Companies for the last 8 years in a row, ethics and values are at the heart of Capgemini's corporate culture and business. Embedded in our DNA, our seven values - Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty - have remained the same since company inception in 1967. To see how we bring these values to life, click here to listen to some of our employee’s stories.
Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.
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