Application Support Analyst

Peninsula; Singapore; Presencial; SGD 52 000 - 78 000; Tempo integral

Resumo da oferta

Peninsula is seeking an Application Support Analyst to join our global team. The role can be based in Singapore or Pune and focuses on business-critical applications, integrations and processes across Trading, Operations, Invoicing, Credit and Legal functions.

You will act as a front-line responder, own incidents end-to-end, and provide updates while liaising with stakeholders. The position requires ITIL knowledge and flexibility to work across time zones.

Qualificações

• Degree in Information Systems, Computing, IT or equivalent.
• Experience in an Application Support Analyst or similar role.
• Experience managing incidents, service requests and problems through to resolution.
• Experience communicating effectively with technical and non-technical stakeholders.
• Working knowledge of ITIL principles and IT service management practices.
• Willingness to work outside standard local hours to support global time zones.

Responsabilidades

• Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
• Take end-to-end ownership of assigned incidents, service requests and problems through to confirmed resolution.
• Maintain a clear understanding of the status, impact, dependencies and next actions for all work.
• Assess and document impact to prioritize issues by impact, urgency, deadlines and risk.
• Provide clear, timely updates throughout the issue lifecycle.
• Escalate ageing or high-risk issues to prevent SLA or business impact.
• Apply ITIL processes consistently.

Conhecimentos

Application Support

Incident management

ITIL

Stakeholder communication

Global time zones support

Formação académica

Degree in Information Systems/Computing/IT

Descrição da oferta de emprego

Description

This position can be based either in Singapore or Pune We are looking for a highly motivated and proactive Application Support Analyst to join our growing Application Support team. This is a hands-on role at the heart of Peninsula's global operations, supporting the business-critical applications, integrations and processes that enable our Trading, Operations, Invoicing, Credit and Legal teams to operate effectively.

Department: IS

Location: Singapore

Description

This position can be based either in Singapore or Pune We are looking for a highly motivated and proactive Application Support Analyst to join our growing Application Support team. This is a hands-on role at the heart of Peninsula's global operations, supporting the business-critical applications, integrations and processes that enable our Trading, Operations, Invoicing, Credit and Legal teams to operate effectively.

MAIN RESPONSIBILITIES

Application Support, Incident and Request Management

• Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
• Take end-to-end ownership of assigned incidents, service requests and problems through to confirmed resolution, without waiting for repeated prompting.
• Maintain a clear understanding of the status, business impact, dependencies, risks and next actions for all assigned work.
• Assess and document operational, financial and user impact so that issues are prioritised by impact, urgency, deadlines and risk, not ticket volume alone.
• Provide clear, timely and business-focused updates throughout the issue lifecycle, including current status, actions, risks and next steps.
• Escalate ageing, stalled or high-risk issues before service levels or business commitments are missed.
• Apply the organisation’s incident, request, problem, change and knowledge management processes consistently.

Evidence, Data and Integration Support

• Validate requests and supporting evidence before making application or data changes, following documented procedures and maintaining an appropriate audit trail.
• Challenge incomplete, inconsistent or unclear information and elevate where the correct action cannot be determined safely.
• Monitor and support application integrations, interfaces, scheduled jobs and data-processing activities.
• Investigate failed or delayed processing, identify affected records and assess downstream business impact using logs, database queries and other available evidence.

Problem, Supplier and Continuous Improvement Management

• Identify recurring issues, support root cause analysis and ensure agreed corrective and preventative actions are progressed to completion.
• Manage assigned issues with third-party suppliers, provide complete evidence, challenge insufficient responses and elevate delays proactively while retaining internal ownership.
• Identify and implement process improvements, automation opportunities and self-service capabilities that improve reliability or reduce avoidable support demand.

Knowledge Management, Training and Release Support

• Maintain support guides, knowledge articles, procedures and training materials so they reflect current system functionality and processes.
• Provide training to new and existing users and identify knowledge gaps that can be addressed through targeted education.
• Develop strong functional knowledge of the organisation’s bespoke applications and business processes, becoming a trusted point of contact for users and internal teams.
• Support the planning, testing and operational readiness of application
  releases, changes and enhancements, including user acceptance testing and
  post-release validation.
• Review support procedures, known issues and business communications
  before deployment, and communicate relevant changes clearly to users. Participate in planned out-of-hours support, release activities and incident
  response when required, including reasonable flexibility to support
  colleagues and business operations across different time zones.
  

KNOWLEDGE, SKILLS AND EXPERIENCE

• A relevant degree in Information Systems, Computing, IT or equivalent professional experience.
• Experience in an Application Support Analyst or similar role.
• Experience managing incidents, service requests and problems through to resolution.
• Experience communicating effectively with both technical and non-technical stakeholders.
• Working knowledge of ITIL principles and IT service management practices.
• Willingness and ability to work outside standard local hours on a planned or exceptional basis to support releases, major incidents and operational coverage across global time zones.