Total 2 job vacancies by Just After Midnight Pte. Ltd.

The Incident Manager is to closely monitor our client’s websites and applications. This involves triaging issues, following the correct procedures during incidents and dealing with requests from clients.

When necessary, the agent is responsible for escalating the issue to the technical support engineer and operations director, facilitating the resolution process.

You will own incidents and manage these until resolution, and be the face of Just After Midnight delivering excellent service directly to our clients who depend on us to keep their websites available 24/7.

You’ll receive the equipment and training necessary to perform this job, along with ongoing training sessions to increase your skills and confidence.

This role will require at least one day of weekend work, however the rest of the week will be flexible around this.

What you will do:

• Be the bridge between the technical support team and the client
• React quickly to site issues, escalate to the Technical Support team when necessary, and build communication between the different teams required to reach a solution while updating the client regularly on their progress.
• Manage the escalation and resolution process from the creation to closure of an incident ticket.
• Answer emails and calls from clients, responding to incidents and requests quickly and calmly, and following up when necessary.
• Ensure that client requests are assigned promptly and carried out satisfactorily.
• Write incident and status reports and ensuring thorough handovers between shifts.

Who are you?

• Time management and organisation
• Attention to detail
• Curiosity
• Clear and positive thinking
• Fast problem solving and analytical skills
• Empathy for customers and the ability to listen to their needs
• Strong verbal and written communication skills
• Ability to collaborate with technical support team

Nice to have:

• Understanding of website development / hosting basics is an advantage but not essential
• Eagerness to learn new technologies and systems
• Enthusiasm for continuous learning and improvement - there will be a lot to learn as our business develops and grows.

Brief Description:

The DevOps Engineer provides architecture and design skills to integrating applications and maintaining their performance. This involves knowledge of onboarding newly created application environment; Jira, DevOps tools like Jenkins, Git etc across USA, London and Singapore to provide support. Just After Midnight’s reputation is built on successful delivery of services and solutions. This role requires reactive and pro-active problem solving, ideas and the personality to back them up, along with practical, automation and utilitarian activities.

Key Responsibilities:

• Code (review) & test of previous applications & new efficient maintainable applications
• Create IAC using Terraform
• Utilise Ansible configuration management
• Migrate customers to cloud
• Modernise applications from Monoliths to Microservices
• Assist in diagnosis of production issues as part of 24x7 support role
• Enforce coding and security standards across the business
• Liaise with management regarding all aspects of projects, and to help ensure that they are kept in line with budgets and timescales
• Problem Analysis
• Designing & documenting information
• Initiate, promote, and drive forward programmes of continuous improvement for our structural engineering teams
• Keep up to date with new, emerging technologies and changes within the industry
• Provide support and supervision to less experienced colleagues during implementation stages
• Understand and implement the company’s information security (related) policies as applicable to day-to-day activities
• Provide training where necessary
• Mentor & train new / junior staff