Application Support Specialist

3 weeks ago

Singapore RECRUIT HAUS PTE. LTD. Full time
Roles & Responsibilities

Job Description:

  • Manage and resolve complex production incidents within the Global Applications ecosystem, ensuring alignment with strict SLAs.
  • Conduct post-incident analysis to determine root causes, implement mitigating actions, and drive permanent resolution to prevent recurrence.
  • Oversee and track incident and problem tickets using the enterprise IT Service Management (ITSM) tool, ensuring all incidents are recorded, analyzed, and resolved efficiently.
  • Monitor and manage system performance and capacity, identifying and addressing potential risks to service stability.
  • Partner closely with development teams for onboarding new services or significant application upgrades, ensuring thorough support and training.
  • Provide support for both internal and external audits, ensuring compliance with regulatory standards and best practices.
  • Work with Business and Operations teams to understand Key Performance Indicators (KPIs), prioritize defect fixes, and manage enhancements.
  • Lead shift operations, ensuring smooth handovers between teams and comprehensive incident management across time zones, including support for weekend and holiday shifts as required.

Requirements:

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • Minimum of 8+ years of experience in Incident Management, IT support, or related fields with a proven track record in a similar role.
  • ITIL V3 Foundation Certification is preferred.
  • Extensive experience supporting Desktop End User Services, Infrastructure, Applications, and Operations.
  • Proven experience in managing critical application support services with a focus on incident management, problem resolution, and service stability.
  • Ability to develop and maintain clear documentation for processes, incident reporting, and service improvement efforts.
  • Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical audiences and summarize incidents effectively to leadership and stakeholders.
  • Ability to work in a high-pressure environment, prioritise tasks, and deliver results with attention to detail and minimal supervision.
  • Strong team player, capable of working across organisational boundaries to achieve operational goals and manage shift-based operations effectively.
  • Availability to work a rotating shift pattern, including weekends and public holidays as part of a 5-day week structure.
  • Experience with process design, improvement tools, and methodologies like Six Sigma (DMAIC phases).
  • Experience working in a large enterprise IT environment with complex service delivery requirements.
  • Experience working in the financial industry or related sectors, with a strong understanding of financial regulations and practices.
  • Familiarity with software development methodologies and their integration into support operations.
  • Exposure to risk management standards and practices, ensuring compliance and system reliability.
  • Project management training or certification is a plus.
Tell employers what skills you have

Excellent Communication Skills
IT Service Management
Application Support Services
Microsoft Excel
DMAIC
Information Technology
Reliability
Application Support
ITIL
Decision Making
Six Sigma
Software Development
Incident Management
Service Delivery

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