24/7 Support Analyst — Incident Response & ITIL

Beyondsoft Singapore; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Beyondsoft Singapore is seeking a Level 1 Support Analyst for an aviation client, based at Changi. The role requires shift-based, 24/7 coverage and a focus on rapid incident resolution.

You will monitor application health, dashboards and alerts, log and classify incidents via the IT service management platform, and perform initial diagnosis.

Diploma or degree in IT/CS is required, with 2+ years in a similar role; ITIL knowledge and strong written/verbal communication are advantageous.

Qualifications

• Experience in 24/7 application operations or service desk.
• Ability to interpret dashboards, logs and alerts, and perform structured troubleshooting.
• Diploma or degree in IT, CS or related discipline and relevant certs are advantageous.

Responsibilities

• Monitor application health, dashboards, alerts, scheduled jobs, message queues, APIs and data processing workflows.
• Receive incidents and service requests through phone, messaging, email and the designated IT service management platform.
• Acknowledge, classify and prioritise incidents using defined severity levels and service targets.
• Perform initial diagnosis, execute runbooks and workarounds, and escalate unresolved issues to Level 2 specialists.
• Maintain complete ticket records, including timestamps, symptoms, business impact, actions taken, resolution and preventive recommendations.
• Provide regular status updates during service disruption and support post incident reporting.
• Coordinate with application, data, cloud infrastructure and third party support teams until service is restored.
• Support shift handovers and keep escalation contacts, knowledge articles and operating procedures up to date.

Skills

Incident management

Troubleshooting

Communication

ITIL knowledge

Education

Diploma or degree in IT/CS

Tools

ITSM platform

Cloud monitoring tools

Job description

Beyondsoft Singapore is seeking a Level 1 Support Analyst for an aviation client, based at Changi. The role requires shift-based, 24/7 coverage and a focus on rapid incident resolution.

You will monitor application health, dashboards and alerts, log and classify incidents via the IT service management platform, and perform initial diagnosis.

Diploma or degree in IT/CS is required, with 2+ years in a similar role; ITIL knowledge and strong written/verbal communication are advantageous.