Application Support Engineer

Innova Digital Solutions Pte Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

Innova Digital Solutions Pte Ltd in Singapore is looking for a candidate to oversee IT incident processes and manage support teams, ensuring high performance and effective communication across stakeholders. You will lead initiatives to improve service quality and maintain vendor performance.

The ideal candidate should hold a degree in Computer Science or IT and have at least 5 years of experience in IT service management within large organizations. Strong leadership and analytical skills are essential for managing resources and multiple deliverables.

Qualifications

• Minimum 5 years of experience in IT service management or support roles.
• Strong leadership and people management skills.
• Ability to manage resources for multiple deliverables.

Responsibilities

• Oversee IT Incident, Request, and Escalation processes.
• Take ownership of major IT incidents and support tickets.
• Champion continuous high levels of IT service and support.

Skills

IT service management experience

Leadership skills

Analytical skills

Communication skills

Education

Degree in Computer Science or IT

Tools

Microsoft application framework

Linux and Container application

SQL

Gaming management system

CRM systems

Digital signage

Inventory systems

Job description

Job De ion

1. Oversee the IT Incident, Request and Escalation processes to ensure high levels of performance, maintain accurate reporting procedures and establish action items for service improvement when required
2. Take ownership of major IT incidents and support tickets, coordinate between different parties for resolution, maintain effective communication to stakeholders and drive post incident reviews
3. Champion continuous high levels of IT service and support in projects by developing a strong understanding of how projects may impact service areas, and planning measures to minimize such impact
4. Uphold the quality of IT service and performance by understanding future demand from business growth and projects, and factor in such changes into capacity plans for all associated systems
5. Manage vendor performance through service level management
6. Lead the support teams to continually improve the end user experience and customer satisfaction
7. Establish and maintain project score cards
8. Support audit and compliance related activities

Job Requirements –

• Degree in Computer Science, Information Technology or other relevant fields
• At least 5 years of experience in IT service management or support roles in large scale organizations with diverse IT systems
• Experience in supporting Microsoft application framework
• Experience in supporting Linux and Container application framework
• Experience in reading/understanding SQL s and with knowledge on creating/updating Stored Procedures
• Experience in Consulting or System Integrator roles
• Experience in managing 3rd parties and 3rd party delivered services
• Excellent leadership and people management skills
• Analytical and strong in managing resources to successfully handle multiple deliverables on hand
• Possess excellent verbal and written communication skills to work effectively with stakeholders at various levels in the organization
• Technical experience or prior exposure to gaming management system, customer relationship management (CRM) systems, digital signage or inventory systems is advantageous
• Able to work in multi-tasking and fast paced environment independently