Application Support Lead

7 days ago

Singapur, Singapore GMP TECHNOLOGIES (S) PTE LTD Full time

Act as the primary owner and single point of contact for all Level 3 (L3) support issues.

Responsibilities include:

  • Record, track, and manage support incidents and vendor tickets through resolution.
  • Maintain and manage the offshore support roster, including shift planning and assignments.
  • Ensure adequate coverage during holidays, weekends (when applicable), and critical business periods.
  • Liaise with product vendors for escalations, defect reporting, patch management, and related matters.
  • Collaborate with onshore development teams to resolve bugs, configuration issues, and data corrections.
  • Lead root-cause analysis sessions and drive the closure of preventive and corrective actions.
  • Deliver timely and accurate updates during high-severity incidents.
  • Work with system owners to assess technical impact and establish recovery timelines.
  • Review code for hotfixes, updates, and technical implementations to ensure quality and compliance.
  • Validate change documentation, including impact analyses, release procedures, and test evidence.
  • Prepare change requests, risk assessments, and rollback strategies.
  • Represent changes (bug fixes, hotfixes, configuration updates) at Change Advisory Board (CAB) meetings.
  • Coordinate production deployment schedules and communications across multiple teams.

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
  • At least 8 years of application support experience, with 2–5 years in a senior or leadership-level L3 support role—preferably within the banking or financial sector.
  • Professional certifications such as PMP, PRINCE2, or ITIL are highly advantageous.
  • Solid knowledge of incident management, problem resolution, and production support processes.
  • Strong analytical, problem-solving, and communication skills.
  • Proficiency in Java development and SQL is required.
  • Experience deploying and maintaining Java cloud-native applications in cloud environments is a plus.
  • Familiarity with the Newgen BPM system is advantageous.
  • Experience with container platforms such as Kubernetes or OpenShift is a plus.
  • Understanding of key enterprise infrastructure concepts, including Load Balancers, Firewalls, API Gateways, High Availability, and Monitoring/Logging.

GMP Technologies (S) Pte Ltd is an equal opportunities employer.

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