Application support/production support (L2/L3)-Banking

JAC RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

JAC RECRUITMENT PTE. LTD. is assisting a well-established technology services company in Singapore to fill a 6-month agency contract role in IT application support.

The position requires 8+ years in L2/L3 application support, exposure to MAS reporting, ITIL certifications, and hands-on experience with ServiceNow and Jira. You will work with L3 teams and vendors to resolve incidents and maintain SLAs, on-site in Singapore.

Qualifications

• Bachelor’s degree in IT, CS or related field.
• At least 8 years in L2/L3 application support.
• Experience with CASA, Loans, Treasury, GL, Payments.
• MAS reporting experience preferred.
• ITIL Foundation or similar certs are a plus.
• Knowledge of ITSM (ITIL) and tools such as ServiceNow and Jira.
• Windows and Linux server administration experience.
• Exposure to MAS TRM guidelines and IT risk awareness.

Responsibilities

• Provide technical and non-technical user support.
• Respond to incidents, service requests and inquiries promptly.
• Identify and address issues proactively.
• Communicate issue status and resolution effectively.
• Report incidents, impacts, root causes, and workarounds to management.
• Maintain detailed incident and request records.
• Prepare operational reports and support docs for stakeholders.
• Collaborate with L3 support and external vendors to resolve complex issues.
• Define, monitor, and enforce SLAs with vendors.
• Perform basic application monitoring and health checks.
• Assist in troubleshooting infrastructure and applications.

Skills

Application Support

Incident Management

ITIL

ServiceNow

Jira

Windows Server

Linux Server

Communication

Customer Service

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Jira

Windows Server

Linux Server

Job description

COMPANY OVERVIEW

A well-established technology services company delivering IT solutions, infrastructure support, and outsourced operational services. It works with clients across various sectors to enhance efficiency and strengthen digital capabilities.

This is a 6-month agency contract role (extendable / renewable)

JOB RESPONSIBILITIES

• Provide both technical and non-technical support to users.
• Respond to and resolve user incidents, service requests, and inquiries while maintaining a strong customer service mindset.
• Take initiative to identify and address issues proactively.
• Ensure timely communication and follow-up with users regarding issue status and resolution.
• Accurately report incidents, business impacts, root causes, and workaround measures to management.
• Maintain detailed records of incidents, service requests, and resolutions.
• Prepare operational reports and support documentation for stakeholders.
• Work closely with L3 support teams and external vendors to resolve complex issues.
• Define, monitor, and enforce service level agreements (SLAs) with vendors and support partners.
• Perform basic application monitoring and health checks.
• Assist in troubleshooting infrastructure, application, and user-related issues.

JOB REQUIREMENTS

• Bachelor's degree or equivalent tertiary qualification in Information Technology, Computer Science, or a related technology discipline from a recognized institution.
• Atleast 8 years of e xperience in L2/L3 Application Support, supporting following application:
  • CASA (Current Account & Savings Account)
  • Loans and Lending Products
  • Treasury / Market Products
  • Accounting and General Ledger
  • Payments and Cash Management
• Regulatory Reporting, including:
  • MAS (Monetary Authority of Singapore) reporting
• Professional certifications such as ITIL Foundation, Microsoft Certified, or CompTIA A+ are good to have.
• Any prior Application development experience is good to have.
• Exposure to MAS Technology Risk Management (TRM) guidelines, IT risk awareness, and financial institution infrastructure environments.
• Experience administering Windows Server and Linux Server environments.
• Perform application health checks and basic system troubleshooting.
• Knowledge of IT Service Management (ITSM) practices, ITIL.
• Experience using ITSM tools such as ServiceNow and Jira.
• Communicate technical issues clearly to both technical and non-technical audiences.

Working Location: Singapore