Global Application Support Analyst — ITIL & Incident Leader

Peninsula; Singapore; On-site; SGD 52,000 - 78,000; Full time

Job summary

Peninsula is seeking an Application Support Analyst to join our global team. The role can be based in Singapore or Pune and focuses on business-critical applications, integrations and processes across Trading, Operations, Invoicing, Credit and Legal functions.

You will act as a front-line responder, own incidents end-to-end, and provide updates while liaising with stakeholders. The position requires ITIL knowledge and flexibility to work across time zones.

Qualifications

• Degree in Information Systems, Computing, IT or equivalent.
• Experience in an Application Support Analyst or similar role.
• Experience managing incidents, service requests and problems through to resolution.
• Experience communicating effectively with technical and non-technical stakeholders.
• Working knowledge of ITIL principles and IT service management practices.
• Willingness to work outside standard local hours to support global time zones.

Responsibilities

• Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
• Take end-to-end ownership of assigned incidents, service requests and problems through to confirmed resolution.
• Maintain a clear understanding of the status, impact, dependencies and next actions for all work.
• Assess and document impact to prioritize issues by impact, urgency, deadlines and risk.
• Provide clear, timely updates throughout the issue lifecycle.
• Escalate ageing or high-risk issues to prevent SLA or business impact.
• Apply ITIL processes consistently.

Skills

Application Support

Incident management

ITIL

Stakeholder communication

Global time zones support

Education

Degree in Information Systems/Computing/IT

Job description

Peninsula is seeking an Application Support Analyst to join our global team. The role can be based in Singapore or Pune and focuses on business-critical applications, integrations and processes across Trading, Operations, Invoicing, Credit and Legal functions.

You will act as a front-line responder, own incidents end-to-end, and provide updates while liaising with stakeholders. The position requires ITIL knowledge and flexibility to work across time zones.