Computer Software Engineer (BMC Remedy, Application Support)

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking an experienced Major Incident professional in Singapore to own end-to-end incident management, drive rapid restoration of services, and coordinate cross-functional teams across IT operations.

The role emphasizes strong communication under pressure, clear accountability, and proactive problem management to reduce service disruption. The successful candidate will bring 8–10 years of IT initiative leadership in matrix environments, ITIL certification, and

Qualifications

• Bachelor’s degree in Business, Computer Science, or related discipline required.
• ITIL certification is a must.
• Experience: 8–10 years managing complex IT initiatives in a matrix environment.
• Experience in Application support, EOD batch processing, infra (Storage, Network, Unix/Linux), Web/Middleware services, payments flow.

Responsibilities

• End to end ownership of Major Incident to minimize time to restore services.
• Establish command and control of an Incident with clear accountability and evaluation of complex issues.
• Participate in incident resolution calls to facilitate determination, recovery and resolution.
• Timely incident recognition, logging, assignment and resolution with proper documentation.
• Coordinate incident progression and monitor incidents and potential areas through symptoms, trends or deviations from standards.
• Escalate critical incidents to appropriate management levels.
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post-incident activities to improve service levels and identify problem trends and root causes.
• Communicate well and manage highly stressful situations during incidents.
• Experience in problem management and root cause analysis with end-to-end ticket ownership.
• Participate in post-mortems to prevent recurrence of technology incidents with known root causes.
• Management reporting: incident reporting and assignment using tools.
• Leverage automated solutions across command center/datacenter to present an accurate incident picture.
• Collaborate with Technology & Operations/Shared Infrastructure Services to maintain audit readiness.
• Capture incident timelines and KPIs for reporting and audits.
• Audit reporting: data analysis and regulatory reporting.
• Ensure compliance with Group Technology & Operations Policies and Standards.

Education

Bachelor’s degree in Business, Computer Science, or related discipline

Tools

Remedy

Helix

Application support

EOD Batch processing

Infrastructure (Storage, Network, Unix/Linux)

Web/Middleware services

Payments flow

Job description

Key Responsibilities:

• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management: Experience in various problem-solving methods like five whys, Fishbone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting: Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable.
• Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
• Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
• Ensure compliance to Group Technology & Operations Policies and Standards

Experience

• Bachelor’s degree in Business, Computer Science, or related discipline required.
• ITIL certification is a must
• Experience:8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
• Experience in Application support, Knowledge onEOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc),Web/Application/Middleware services, Good to know Payments flow

Key skills:

Experience in Remedy, helix, Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow

QUESSCORP SINGAPORE PTE. LTD

Registration No. 199801439D