Service Lead (Application Services)

GMP TECHNOLOGIES (S) PTE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A technology solutions provider in Singapore seeks a Service Lead who will oversee run activities, manage escalations, and ensure SLA compliance. Candidates should possess 4-6 years of support experience, strong leadership, and excellent communication skills. The role requires working shifted hours to coordinate with clients in Paris and may involve weekend tasks during major events.

Qualifications

• 4-6 years of infrastructure or application support hands-on experience required.
• Strong leadership abilities with multitasking skills.
• Clear communication skills in an international context.

Responsibilities

• Responsible for run activities, ensuring SLAs are respected.
• Handle escalations from Production Engineers and manage incidents.
• Promote continuous improvement within the team.

Job description

Main Responsibilities

• Performing all run activities in respect of the company process, ensuring: The team respects the SLA (changes, incidents, requests). Appropriate reaction, in line with the severity of an incident or escalation. ITS ITIL process is duly followed (change, incident, problem management).
• Handling escalation on actions from Production Engineers Level 3 (incident, request, change) Escalates to management if needed. Check if Knowledge was shared within the team and perform field sessions. Enable coordination with other team (AS, Infra, Network, Build, etc.). Create PSS post major incident and when improvement topic requires it.
• Continuous improvement of service provided by Production Engineer L2 / L3 Enable and encourage improvement spirit within the team by being a role model on that topic. Ensure the team has proper time slots to make ongoing improvement. Promote automation / Innovation.
• Managing knowledge in coordination with Application Services community in Paris and London
• Trains Production Engineers on transferred activities for your business line (production of the applications). Proactively liaise with third party teams to bring trainings, documents, sharing sessions with your own team. Controls that Knowledge database is regularly updated.
• Driving the most complex operations & ensuring they are well prepared by Production Engineers (involvement on DRP test, WIP, major incidents etc…). Act as global coordinator during DRP / WIP / main events. Review of major releases roadmaps with the team. Ensure post checks are documented, performed and report is shared.

By delegation from the Service manager:

• Controls quality of the RUN activities for all applications of your Business Line Recurrent incident.
• Respect of SLA.
• Reports / Documentations are built with high quality.
• Role model in terms of mindset: continuous improvement and proactive enhancement.
• Proposes initiatives to improve efficiency of production Engineer L2 and ensure a continuous ‘up skilling’ of L2.
• Respect priorities and short/long term tasks given by Service Manager.
• Regular feedback with Service Manager.

Requirements

Soft Skills

• Strong leadership abilities with ability to do efficient multitasking
• Clear verbal and writing communication skills at multiple levels in an international context and should be able to follow organization process
• Client oriented with strong relationship management.
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
• Coordination and decision taking capabilities during crisis situations.
• Ability to work under pressure

Experience

• Infrastructure or Application support hands on experience of 4-6 years’ mandatory
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow
• Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)
• Technologies and/or Applications background with ability to grasp impact and interdependencies

Working Hours and Shift Organization

• Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time
• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.
• Service Lead might be escalated during non-office hours on your professional / personal phone.
• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.

Legal and Regulatory Responsibilities

• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training as required to attain and maintain competence.

Secondary duties: Other duties may be assigned.

GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | VO UYEN AI LINH | Registration No: R22109232

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltd’s PDPA and e2i’s PDPA.