Mid level Role L2 support

INFOGAIN SOLUTIONS PTE. LIMITED; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

INFOGAIN SOLUTIONS PTE. LIMITED is seeking a mid-level L2 Support specialist in Singapore to provide both technical and non-technical assistance to the Singapore Branch. The role emphasizes proactive incident handling, clear communication, and collaboration with L3 support and vendors.

The ideal candidate will have 8+ years in corporate banking L2 support, ITIL or equivalent certifications, and strong customer-service skills to manage inquiries effectively across stakeholders.

Qualifications

• Tertiary degree in technology required.
• Over 8 years of corporate banking L2 support experience.
• ITIL Foundation or equivalent certifications preferred.
• Ability to report incidents with business impact and actionable workarounds.

Responsibilities

• Proactively respond to user queries with strong customer service.
• Provide technical and non-technical support for the Singapore Branch.
• Communicate clearly with users, technical teams, and senior management.
• Coordinate with L3 Support & Vendors to meet SLAs.

Skills

L2 Support

Customer Service

English

Mandarin/Japanese (optional)

Education

Tertiary degree in technology

IT Certification (Optional): ITIL Foundation, Microsoft Certified, CompTIA A+

Over 8 years of corporate banking L2 support

Tools

Azure DevOps

ServiceNow

Jira

Windows Server

Linux Server

Job description

Role:

Mid Level Role (L2 Support)

Job Requisition Number:

ISCSK-R040

Job Level:

Over 8 years of relevant experience (Mid Level)

Location:

Singapore

Key Responsibilities:

• 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.
• Maintain detailed user request logs and create comprehensive reports for stakeholders.
• Work closely with L3 Support & Vendors. L2 Support role will define the SLAs and ensure L3 Support/Vendors adhere to the guidelines.

Key Requirements:

Education:

• Tertiary degree in technology from a recognized educational institution.
• IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+.
• Over8 years of experience in Corporate Banking Domain L2 Support.

Essential:

• Corporate Banking Domain L2Support. Over8 years of experience covering:
• 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:

• Customer service. Strong customer service skills, problem-solving abilities, and the ability to work under pressure.
• Collaboration. Collaborate across organizations and external providers to solve complex problems creatively.
• Languages. Proficiency in English and at least one of the following languages: Mandarin Chinese or Japanese. Additional language proficiency is highly valued and considered an advantage.
• Application development. Over 1 year of experience in developing application software.
• Risk awareness. Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute.

Technical Skills:

• Server administration. Experience in administering Windows Server and Linux Server environments. (Good to have)
• Application health checks. Experience in performing basic application health checks. (Good to have)
• Banking applications. Experience in supporting banking applications or applications for financial institutions. (Good to have)
• Azure DevOps. Azure DevOps, Application Support. (Good to have)
• IT service management. IT service management principles (ITIL preferred). Proficiency in ITS tools (e.g., ServiceNow, Jira).(Good to have)