Senior L2 Application Support Engineer

NETS; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading payment solutions provider in Singapore is seeking an experienced application support engineer to handle production incidents and support business operational systems. Candidates should possess a Diploma or Degree in Computer Science and at least 8 years of relevant experience, with proficiency in application servers, programming languages, and cloud services. The role requires strong communication skills and the ability to work well in a team within a fast-paced environment.

Qualifications

• 8+ years’ experience in application development or support.
• Experience in Payments or Transaction banking systems is advantageous.
• Must have experience in Site Reliability Engineering (SRE)/ITIL implementation.
• Strong team player with excellent communication skills.

Responsibilities

• Provide support to a suite of business operational systems.
• Handle production incidents and provide quick solutions.
• Support application deployment requests and maintain the environment.
• Track contact center tickets within stipulated SLAs.
• Prepare monthly reports for IT Operations forum.
• Automate application monitoring to ensure availability.

Skills

Application servers and microservices

Java

JavaScript

LINUX

SQL queries

Scripting

Incident, Problem and Change Management

Cloud-related services management (AWS)

Education

Diploma or Degree in Computer Science or relevant Technology disciplines

Job description

The incumbent will be part of a team of application support engineers primarily responsible for providing support to a suite of business operational systems (covering but not limited to CRM, Billing, reporting and Customer service) in a production environment ensuring the maximum uptime. He/She will be responsible for handling the production incidents, providing quick turn-around solutions, application maintenance such as upgrades, software & security patches. Maintain good relationships with internal and external stakeholders and vendor management to ensure the agreed SLAs are met at all times.

Key Responsibilities

• Involved in the requirements gathering, analysis, system integration test, and user assisted testing, non-functional testing as part of the Software Development Lifecycle (SDLC) in transition to post live implementation maintenance.

• Support application deployment requests initiated by Change Requests, plan and maintain the application environment with the latest patches, especially cyber security related mandates.

• Support Disaster recovery exercises, including responding to level 2 incidents, diagnosing, troubleshoot as well as coordinate with the Application Development team for the successful resolution of issues.

• Work closely with the Incident Manager to ensure preventive and detective measures of the related applications are identified and implemented.

• Support scheduled audit fieldwork (both internal and external audit) and RFI (Request for Information) to provide relevant and accurate information where applicable.

• Ensure that stakeholders comply with the organization’s policies and procedures while seeking innovative ways to optimize systems efficiency and increase productivity through automation of tasks.

• Track contact center tickets to a closure within the stipulated SLAs through detailed investigation support or route help desk tickets to the parties responsible for successful resolution.

• Prepare monthly reports for IT Operations forum that covers the respective system components (capacity, obsolescence tracking, security and functional patching) to ensure related applications are adhering to the policies as stipulated.

• Automate the application monitoring and ensure the application availability, accuracy and performance meet the standards.

Requirements

• Diploma or Degree in Computer Science or relevant Technology disciplines

• At least 8 years’ experience in an application development or support role in medium to large organizations. Prior experience or knowledge of Payments or Transaction banking systems would be highly advantageous.

• Technical Proficiency in the following:

  • Application servers and microservices such as JBoss EAP, Apache, Tomcat, Spring Boot

  • Programming Languages such as Java, JavaScript, HTML, CSS

  • Operating Systems such as LINUX, UNIX, Windows

  • Relational Database Management System (MySQL, MSSQL, Oracle) concepts

  • SQL queries for data retrieval and analysis

  • Scripting (bash, VBA, excel and/or other languages) and automation

  • Experience in Incident, Problem and Change Management

  • Experience in Cloud-related services management such as AWS

• Experience in Site Reliability Engineering (SRE)/ITIL implementation and/or concepts

• Must be a good team player with excellent communication and interpersonal skills that thrives in a fast-paced and dynamic environment

• Prior experience in vendor management is preferred.

• Occasional non-standard work hours as required, to support deployments during green zone windows (late nights)