Mid-Level role (L2 SUPPORT)

KRIS INFOTECH PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

KRIS INFOTECH PTE. LTD. seeks an experienced L2 Support professional for the Singapore branch.

The role focuses on responding to user queries with a service mindset, providing both technical and non-technical assistance, and maintaining professional communication with users, tech teams, and senior management. The candidate should balance IT skills with business soft skills, report incidents with impact analysis and workaround steps, and collaborate across internal and external teams to solve

Qualifications

• Tertiary degree in technology from a recognized institution.

Responsibilities

• Take initiative and act proactively.
• Respond to user queries with service mindset and resolve issues efficiently.
• Provide technical and non-technical support for the Singapore branch.
• Communicate clearly with users, technical teams and senior management.
• Report incidents with business impact and workaround details.

Skills

Customer service

Problem solving

Work under pressure

Cross-organizational collaboration

Proactive mindset

Education

Technology degree

ITIL Foundation (certification)

Microsoft Certifications / CompTIA A+ (optional)

Tools

ServiceNow

Jira

Azure DevOps

Job description

Job Description:

CORE RESPONSIBILITIES:

RELATIONSHIPS & COMMUNICATION (40%)\"

• Able to take initiative and act proactively rather than waiting for instructions.
• With a service mindset, respond and resolve user queries efficiently while ensuring excellent customer service.
• Provide both technical and non-technical support for Singapore Branch.
• Ensure clear, concise, and professional communication with users, technical teams, and senior management.
• Balance between IT skills vs Business Soft Skills. He or she needs to be able to report information/incidents accurately to superior like the business impact, workaround measures.

CONTINUOUS IMPROVEMENT (30%):

• Maintain detailed user request logs and create comprehensive reports for stakeholders.

PROJECT PLANNING & EXECUTION (10%):

• Work closely with L3 Support & Vendors. L2 Support role will define the SLAs and ensure L3 Support/Vendors adhere to the guidelines.

TECHNOLOGY EXPOSURE (20%):

• Experience in administering Windows Server and Linux Server environments.
• Experience in performing basic application health checks.
• Experience in supporting banking applications or applications for financial institutions.

Requirements:

Qualification:

• Tertiary degree in technology from a recognized educational institution.
• IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+.

EXPERIENCE:

• Over 8 years of experience in O6 Domain L2 Support, preferably Financial Institute.
• 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 and JFSA (Japan Financial Services Agency) reporting.

Good to have:

• Over 1 year of experience in developing application software.
• Azure DevOps, Application Support.
• Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute.

SKILLS

Good to have:

• IT service management principles (ITIL preferred).
• Proficiency in ITS tools (e.g., ServiceNow, Jira).
• Strong customer service skills, problem-solving abilities, and the ability to work under pressure.
• Collaborate across organizations and external providers to solve complex problems creatively.