Lead Application Support & Incident Management

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

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