Support Analyst (L1/L2 | Digital Excellence Center | Banking)

GMP Technologies; Singapore; On-site; SGD 60,000 - 95,000; Full time

Job summary

GMP Technologies is seeking a Support Analyst (L1/L2) for its Digital Excellence Center in Banking. The role covers technical and functional support for a portfolio of applications, with emphasis on incident management, cross-functional collaboration, and performance reporting.

The candidate should have a Bachelor's degree in CS or related field, 4+ years in support or development, and familiarity with ITIL, scripting, and DevOps tools.

Qualifications

• Bachelor's degree or higher in Computer Science or related field.
• Minimum 4 years of experience in application support or development roles.
• Familiarity with ITIL and cybersecurity is an advantage.
• Strong analytical and problem-solving skills.
• Experience with DevOps tools (Jenkins, JIRA, Nexus, TFS).
• Excellent English communication, written and verbal.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Provide Level 1 and Level 2 support for IT and security applications.
• Communicate with end-users via phone, chat, email, and ticketing system.
• Analyze, manage, and resolve incidents, problems, and service requests.
• Collaborate with cross-functional teams to troubleshoot issues.
• Escalate issues to Level 3 teams when necessary.
• Supervise and monitor daily and monthly job executions.
• Produce regular reports on system performance and ticket status.
• Work with project, infrastructure, and production teams to fulfill requests.

Skills

Communication skills

Analytical thinking

Problem-solving

Team collaboration

Time management

Education

Bachelor's degree in Computer Science or related

Tools

Jenkins

JIRA

Nexus

TFS

PowerShell

C#

Java

Job description

Support Analyst (L1/L2 | Digital Excellence Center | Banking)

Job Openings Support Analyst (L1/L2 | Digital Excellence Center | Banking)

About the job Support Analyst (L1/L2 | Digital Excellence Center | Banking)

Responsibilities:

• Provide Level 1 and Level 2 technical and functional support for a portfolio of corporate IT and security applications.
• Communicate with end-users via phone, chat, email, and a support ticketing system.
• Analyze, manage, and resolve incidents, problems, and service requests.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
• Escalate issues to Level 3 application or infrastructure teams when necessary.
• Supervise and monitor daily and monthly job executions.
• Work closely with project, infrastructure, and production teams to fulfill user requests.
• Produce regular reports (daily, weekly, monthly) on system performance and ticket status.

Requirements:

• Bachelors degree or higher in Computer Science or a related field.
• Relevant industry certifications (e.g., ITIL, cybersecurity) are an advantage.
• Minimum of 4 years of experience in application support or development roles.
• Strong analytical and problem-solving skills.
• Basic knowledge of:
• (i) Application servers
• (ii) Scripting/programming languages (e.g., PowerShell, C#, Java)
• (iii) IT production environments and deployment pipelines
• Experience with DevOps tools such as Jenkins, JIRA, Nexus, and TFS.
• Excellent English communication skills both written and verbal.
• Ability to explain technical issues to non-technical users.
• Nice to Have
• Experience in the financial industry or similarly regulated environments.
• Additional scripting or programming skills for automation purposes.

Additional info:

• This role is offered on a yearly renewable contract basis, with the potential for permanent employment based on performance.
• Willingness to work in shifting schedules (Asia and EMEA time zones), including weekends and on-call shifts. (Example: 8:45 AM to 6:30 PM or 3:30 PM to 1:00 AM.)