Senior Technology Support Analyst - Flexible Work Options

capgroup; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Capital Group is seeking a Senior Technology Support Analyst III to provide senior-level end-user technical support, both virtual and in-person. You will act as an escalation point for complex issues, manage incidents, and contribute to global service delivery with SOPs and knowledge resources.

You will participate in major incidents, maintain thorough ticket documentation, and collaborate across global teams to ensure service continuity.

Qualifications

• Senior-level technical support for end-user technology.
• Experience with incident management and escalation.
• Ability to document and maintain SOPs and knowledge base.

Responsibilities

• Provides senior-level virtual and in-person technical support for Capital Group associates, clearly communicating complex issues and solutions.
• Serves as an escalation point for Level 1 and Level 2 support, solving complex hardware, software, connectivity, and service issues.
• Engages in Incident and Request processes at a senior level, reviews support queues, dashboards, alerts, and escalations, and help ensure timely resolution in accordance with SLAs.
• Actively participates in major incidents by contributing technical expertise to impact identification, triage, troubleshooting, escalation coordination, workaround validation, user communication support, and post-incident knowledge capture.
• Maintains high-quality ticket documentation, including actions taken, solutions provided, knowledge references, and escalation details, and participates in ticket, call, and chat quality assurance processes.
• Creates and maintains technology SOPs, end-user knowledge, and technical knowledge base articles to support consistent service delivery and effective knowledge reuse.
• Uses approved support tools, automation, dashboards, alerts, and AI capabilities to improve support effectiveness and knowledge content.
• Acts as a backup for wider infrastructure activities, collaborating with global teams to support implementation and service continuity.

Skills

Technical support

Escalation handling

Incident management

Knowledge base

Job description

Capital Group is seeking a Senior Technology Support Analyst III to provide senior-level end-user technical support, both virtual and in-person. You will act as an escalation point for complex issues, manage incidents, and contribute to global service delivery with SOPs and knowledge resources.

You will participate in major incidents, maintain thorough ticket documentation, and collaborate across global teams to ensure service continuity.