Applications support - L2

JAC Recruitment; Singapore; On-site; SGD 70,000 - 110,000; Part time

Job summary

JAC Recruitment is seeking an Applications Support - L2 professional for a 6-month agency contract in Singapore. You will provide both technical and non-technical user support, handle incidents, and collaborate with L3 teams and external vendors to resolve complex issues.

The role requires a strong customer service mindset, 8+ years in L2 support in banking, and hands-on experience with ITSM tools like ServiceNow and Jira. MAS TRM awareness and ITIL knowledge are highly valued.

Qualifications

• Bachelor’s degree or equivalent tertiary qualification in information technology, computer science, or a related technology discipline from a recognised institution.
• At least 8 years of experience in L2 or application support within a banking environment
• Exposure to MAS TRM guidelines, IT risk awareness, and financial institution infrastructure environments
• Experience administering Windows Server and Linux Server environments
• Ability to perform application health checks and basic system troubleshooting
• Knowledge of ITSM practices and ITIL
• Experience using ITSM tools such as ServiceNow and Jira
• Ability to communicate technical issues clearly to both technical and non-technical audiences

Responsibilities

• Provide both technical and non-technical support to users
• Respond to and resolve user incidents, service requests, and enquiries 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

Skills

Incident management

Customer service mindset

Problem identification

Clear communication

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira

Job description

The Applications Support - L2 role provides technical and non-technical support to users within a banking environment. The position focuses on incident and service request resolution, application monitoring, operational reporting, and collaboration with L3 support teams and external vendors. This is a 6-month agency contract role based in Singapore, with the possibility of extension or renewal.

Responsibilities

• Provide both technical and non-technical support to users
• Respond to and resolve user incidents, service requests, and enquiries 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

Requirements

• Bachelor’s degree or equivalent tertiary qualification in information technology, computer science, or a related technology discipline from a recognised institution
• At least 8 years of experience in L2 or application support within a banking environment
• Exposure to Monetary Authority of Singapore Technology Risk Management (MAS TRM) guidelines, IT risk awareness, and financial institution infrastructure environments
• Experience administering Windows Server and Linux Server environments
• Ability to perform application health checks and basic system troubleshooting
• Knowledge of IT Service Management (ITSM) practices and Information Technology Infrastructure Library (ITIL)
• Experience using ITSM tools such as ServiceNow and Jira
• Ability to communicate technical issues clearly to both technical and non-technical audiences

Preferred qualifications:

• Professional certifications such as ITIL Foundation, Microsoft Certified, or CompTIA A+
• Prior application development

About the company

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.