Application Support Lead

NETS; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

NETS is seeking an experienced IT operations leader to guide L2 support, drive incident resolution, and oversee service delivery initiatives in a high-availability financial services environment. The role emphasizes governance, security practices, and cross-team collaboration to sustain reliable, compliant services.

The candidate should bring extensive leadership experience in IT operations, a strong background in payments or banking, and a proven ability to manage complex, mission-critical

Qualifications

• Bachelor’s degree in information technology, Information Systems, Computer Science, or a related field.
• A master’s degree or relevant advanced certification would be highly advantageous.
• At least 20 years of IT operations, application support and/or software engineering background with at least 10 years in a leadership role within financial services, payment, or banking industry.

Responsibilities

• Lead and mentor L2 support teams, fostering a culture of excellence and accountability.
• Develop team competencies through coaching, training, and knowledge-sharing sessions.
• Oversee resource planning to maintain high service levels, including on-call rotations and capacity management.
• Oversee the L2 team in issue detection and work toward system recovery and stability.
• Establish and monitor QA processes to ensure changes meet standards before release.
• Drive incident management and resolution processes for swift recovery and minimal impact.
• Conduct root cause analysis and implement preventive measures to improve reliability.
• Collaborate with L1, development and operations to improve incident response time and service quality.
• Define and implement SLAs, OLAs, and KPIs aligned with business objectives and compliance standards.
• Identify and implement process improvements, including automation of workflows.
• Partner with other technology teams for proactive monitoring, performance optimisation and release management.
• Establish and maintain comprehensive documentation for knowledge sharing across teams.
• Participate in audits and contribute to security and compliance policies.

Skills

Leadership

Stakeholder management

Incident management

Service delivery

Automation awareness

Cloud / IT infrastructure

Security best practices

Governance awareness

Matrix organisation

Education

Bachelor’s degree in IT/IS/CS

Master’s degree or advanced certification

Job description

• Lead and mentor L2 support teams, fostering a culture of excellence and accountability.
• Develop team competencies through coaching, training, and knowledge-sharing sessions.
• Oversee resource planning to maintain high service level, including on-call rotations and capacity management.
• Oversee the L2 team in issue detection and works toward system recovery and stability.
• Establish and monitor quality assurance processes to ensure that all changes meet required standards before release.

Incident and Problem Management

• Drive efficient incident management and resolution processes to ensure swift recovery and minimal impact on services.
• Conduct root cause analysis and implement preventive measures to enhance system reliability and resiliency
• Collaborate with other teams, including L1 support, development and operations to improve incident response time and service quality.

Service Delivery and Improvements

• Define and implement SLAs, OLAs, and KPIs aligned with business objectives and compliance standards.
• Identify and implement process improvements, including automation of workflows.
• Partner with other technology teams to ensure proactive monitoring, performance optimisation and smooth release management.

Documentation and Knowledge Management

• Establish and maintain comprehensive documentation, ensuring critical knowledge is retained and accessible across teams.
• Lead initiatives to improve documentation accuracy, accessibility, and completeness to support service continuity.

Compliance and Risk Management

• Ensure all support activities comply with regulatory requirements
• Participate in audits and contribute to the development of policies and procedures to meet security and compliance standards.
• Improving security and compliance posture

Stakeholder Engagement

• Act as the primary point of contact for high-severity incidents and provide clear, timely updates to leadership and business stakeholders.
• Collaborate closely with stakeholders across the organisation to understand business needs, drive alignment and support change management.

Requirements:

Education and Experience

• Bachelor’s degree in information technology, Information Systems, Computer Science, or a related field. A master’s degree or relevant advanced certification would be highly advantageous.
• At least 20 years of IT operations, application support and/or software engineering background with at least 10 years in a leadership role within the financial services, payment, or banking industry, focusing on mission-critical, high-availability services and complex IT infrastructure.
• Possess a breadth of IT experience, expertise in digital transformation with a strong understanding of design methodologies

Skills and Knowledge

• Good understanding of mission critical and highly available complex IT services
• Good level of technical appreciation of datacentre and cloud infrastructure
• Familiar with IT security and cyber security best practices
• Possess a high-level overview of information technology governance
• Strong awareness of modern tech stacks and developments with respect to software development using modern design principles, API driven development. DevSecOps, Cloud Native solutions should also be exhibited.
• Experienced in implementing technology roadmaps, application and infra modernisation
• Experienced working with both Agile and Waterfall methodologies
• Able to ‘think big’ and challenge conventional wisdom regarding technology refresh and hype
• Ability to operate successfully in a matrix organisation and to mobilise individuals outside their reporting line
• Excellent leadership skills that inspire others, promote teamwork and collaboration
• Experienced in people and team management, including strong coaching skills
• Strong negotiation skills with the ability to build consensus across different teams
• Basic understanding of Solaris and/or Linux OS such as RHEL is required
• Domain knowledge of financial clearing, payment systems and ISO20022 standard is a plus