IT User and Application Support Manager

3 weeks ago

Singapur, Singapore EFG International AG Full time

We are seeking a skilled and detail-oriented IT Specialist to support and manage our desktop systems and business-critical applications. The ideal candidate will ensure the smooth operation of our IT systems, provide end-user support, maintain security protocols, and contribute to ongoing IT projects and improvements.

Key Roles & Responsibilities

The key roles and responsibilities for this position are categorised in 2 areas - Run the Bank (RTB) and Change the Bank (CTB).

Run the Bank

Manage IT environment and provide support and assistance to users. Scope includes:

  • Technical Support
    • Monitoring and executing on service requests and incidents
    • Troubleshoot users' issues with focus on business and banking applications
    • Primary support for business applications
    • Primary support for desktop applications
    • Secondary support for AV and physical security systems
    • Secondary support for mobile systems
    • Assist in joiner / leaver process
    • Escalation of incidents and request where required and follow up to closure
  • BCP and DRP
    • Ensure readiness of applications during annual local DRP exercise
    • Participate in the group / regional DRP exercises
  • Goverance
    • Ensure compliance to local regulatory requirement and Group directives
    • Ensure compliance to internal information security requirements
    • Assist to ensure local policies and procedures are up to date
  • Internal and external relationship management
    • Manage outsourcing relationship with Group for banking systems
    • Manage relationship and contractual agreements with 3rd party IT vendors
    • Perform 3rd party risk assessments when required
  • Documentation and Record Keeping
    • Maintain accurate record and documentation of IT systems and configurations

Change the Bank

Lead or participate in IT projects originated locally or from Group

  • Work closely with Group and/or other entities on projects and initiatives ranging from system upgrades, change management to new implementations
  • Support users during UAT
  • Ensure adherence to change management process

Role Requirement

  • Bachelor or Diploma in Computer Science, Information Technology, or a related field (or equivalent experience)
  • 3-5 years of experience in a similar end user facing support role.
  • Experienced working in the financial sector with basic knowledge of financial products and operational tasks.
  • Excellent problem-solving skills and customer service orientation
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