Mid-Level role (L2 SUPPORT)

Job Description:

CORE RESPONSIBILITIES:

RELATIONSHIPS & COMMUNICATION (40%)"

• Able to take initiative and act proactively rather than waiting for instructions.
• With a service mindset, respond and resolve user queries efficiently while ensuring excellent customer service.
• Provide both technical and non-technical support for Singapore Branch.
• Ensure clear, concise, and professional communication with users, technical teams, and senior management.
• Balance between IT skills vs Business Soft Skills. He or she needs to be able to report information/incidents accurately to superior like the business impact, workaround measures.

CONTINUOUS IMPROVEMENT (30%):

• Maintain detailed user request logs and create comprehensive reports for stakeholders.

PROJECT PLANNING & EXECUTION (10%):

• Work closely with L3 Support & Vendors. L2 Support role will define the SLAs and ensure L3 Support/Vendors adhere to the guidelines.

TECHNOLOGY EXPOSURE (20%):

• Experience in administering Windows Server and Linux Server environments.
• Experience in performing basic application health checks.
• Experience in supporting banking applications or applications for financial institutions.

Requirements:

Qualification:

• Tertiary degree in technology from a recognized educational institution.
• IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+.

EXPERIENCE:

• Over 8 years of experience in O6 Domain L2 Support, preferably Financial Institute.
• CASA (Current Account & Savings Account).
• Loans and Lending Products.
• Treasury / Market Products.
• Accounting and General Ledger.
• Payments and Cash Management.
• Regulatory Reporting, including MAS (Monetary Authority of Singapore) reporting and JFSA (Japan Financial Services Agency) reporting.

Good to have:

• Over 1 year of experience in developing application software.
• Azure DevOps, Application Support.
• Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute.

SKILLS

Good to have:

• IT service management principles (ITIL preferred).
• Proficiency in ITS tools (e.g., ServiceNow, Jira).
• Strong customer service skills, problem-solving abilities, and the ability to work under pressure.
• Collaborate across organizations and external providers to solve complex problems creatively.