Application Support Lead

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.

• 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.

• 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: R

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.