App Support Engineer: Incident Resolver & SLA Champion

NUBITEL TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 47,000 - 71,000; Full time

Job summary

NUBITEL TECHNOLOGY PTE. LTD. is seeking a diligent IT/Application Support professional in Singapore to gather and document user requirements, analyze data and logs, and ensure timely incident recovery.

You will act as a key contact for BAU service management, track tickets to meet SLA KPIs, and collaborate with Product teams to perform root cause analysis and prevent recurrence. Strong communication and willingness to learn are required.

Qualifications

• Diploma or degree in IT/Telecommunication/CS or equivalent.
• Strong communication and interpersonal skills for non-technical users.
• Openness to learn new technologies and software.
• Strong attention to detail and proactive problem solving.
• Passion for technology and a desire to grow in application support.

Responsibilities

• Gather, analyse and document users’ requirements.
• Analyse data, system logs and provide feedback to Product Manager for product improvements.
• Troubleshoot issues and perform timely recovery during incident.
• Act as a Point of Contact for Business-As-Usual service management, familiar with the unique business processes and needs of the customer(s).
• Track and facilitate the resolution of tickets to ensure that Key Performance Indicator’s established in Service Level Agreements (SLA) with customers are met.
• Submits Incident/RCA Report, working with Product Teams to perform root cause analysis to identify repeating patterns and propose measures to prevent recurrences.

Skills

Communication skills

Interpersonal skills

Attention to detail

Problem-solving

Willingness to learn

Proactive attitude

Passion for technology

Education

Diploma/Degree in IT/Telecommunication/Computer Science or equivalent

Job description

NUBITEL TECHNOLOGY PTE. LTD. is seeking a diligent IT/Application Support professional in Singapore to gather and document user requirements, analyze data and logs, and ensure timely incident recovery.

You will act as a key contact for BAU service management, track tickets to meet SLA KPIs, and collaborate with Product teams to perform root cause analysis and prevent recurrence. Strong communication and willingness to learn are required.