Application Support / L1 or L2 Operations experience

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking an experienced IT Helpdesk professional to monitor and respond to user requests, triage incidents, and coordinate with technical teams for timely resolutions.

You will manage support mailboxes, track tickets to meet SLA, and communicate status to end users while maintaining up-to-date runbooks and knowledge articles. The role requires familiarity with Salesforce, Workato, UiPath, Workday, Tableau, Slack, and ITSM tools like ServiceNow or Jira, plus strong

Qualifications

• Experience in IT Helpdesk / Application Support / L1/L2 Operations.
• Familiarity with enterprise platforms like Salesforce, Workato, UiPath, Workday, Tableau, Slack.
• Experience with ITSM tools such as ServiceNow, Jira or equivalent.
• Strong communication and stakeholder management skills.

Responsibilities

• Monitor and manage support mailboxes and user requests.
• Log, track and manage support tickets to ensure SLA compliance.
• Triage incidents and escalates complex issues to the L2/AMS team.
• Coordinate with technical teams to ensure timely issue resolution.
• Communicate with end users on issue status and resolution timelines.
• Maintain support documentation, runbooks and knowledge base articles.
• Support recurring governance and compliance activities.

Job description

KeyResponsibilities:

• Monitor and manage support mailboxes and user requests.
• Log, track and manage support tickets to ensure SLA compliance.
• Triage incidents and escalates complex issues to the L2/AMS team.
• Coordinate with technical teams to ensure timely issue resolution.
• Communicate with end users on issue status and resolution timelines.
• Maintain support documentation, runbooks and knowledge base articles.
• Support recurring governance and compliance activities.

Preferred Skills & Experience:

• IT Helpdesk / Application Support / L1 or L2 Operations experience.
• Familiarity with one or more of the following platforms:
  • Salesforce CRM / Marketing Cloud
  • Workato
  • UiPath
  • Workday (Cumulus)
  • Tableau
  • Slack
• Experience with ITSM tools such as ServiceNow, Jira or equivalent.
• Good communication and stakeholder management skills.