Application Support Lead

Key Responsibilities

Operational Management

• Oversee all day-to-day RUN activities in line with bank's processes.
• Ensure SLA compliance for changes, incidents, and service requests.
• Guarantee appropriate responses to incidents based on severity and escalation protocols.
• Enforce full adherence to ITIL practices for change, incident, and problem management.

Escalation Handling

• Manage escalations from Level 3 Production Engineers across incidents, requests, and changes.
• Escalate critical matters to management when necessary.
• Confirm knowledge sharing within the team and conduct field sessions.
• Coordinate effectively with Application Support, Infrastructure, Network, and Build teams.
• Prepare and lead Post-Service Sessions (PSS) following major incidents or identified improvements.

Service Improvement & Innovation

• Drive continuous enhancement of services delivered by Level 2 and Level 3 Production Engineers.
• Champion a culture of improvement and act as a role model for innovation.
• Allocate dedicated time for the team to pursue ongoing improvements.
• Promote automation and innovative approaches to optimize delivery.

Knowledge Management

• Train Production Engineers on activities transferred to the business line and ensure smooth handovers.
• Engage external or third-party teams to deliver training, documentation, and sharing sessions to the team.
• Maintain and regularly update the Knowledge Database.

Leadership in Complex Operations

• Lead the preparation and execution of critical activities such as DRP tests, work-in-progress tasks, and major incidents.
• Serve as the global coordinator during DRP, WIP, and other significant events.
• Review major release roadmaps with the team to ensure readiness.
• Ensure post-implementation checks are completed, documented, and reported.

Delegated Responsibilities from the Service Manager

• Monitor and control the quality of RUN activities for all applications within the business line.
• Track recurring incidents and ensure SLA compliance.
• Produce high-quality reports and documentation.
• Serve as a role model for continuous improvement and proactive service enhancement.
• Recommend initiatives to improve Level 2 Production Engineers' efficiency and upskilling.
• Align with priorities and objectives set by the Service Manager and provide regular feedback.

Requirements

• 4–6 years of hands-on experience in Infrastructure or Application Support.
• Solid understanding of IT ecosystems and operations within Capital Markets and Corporate Banking, including front-to-back application flows.
• Familiarity with cross-functional technologies such as SAN, Unix, Windows, Networks, DBA, job schedulers, MQ, and Control-M.
• Ability to quickly assess technological or application impacts and interdependencies.

Working Hours & Shift Pattern

• Shifted hours (approximately 2 pm – 11 pm Singapore time)
• Expected to coordinate major events (e.g., DRP tests) on site during occasional weekends.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973

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.