Application Support Manager, ITSO

Who We Are

Pioneering workers rights since 1961, the National Trades Union Congress (NTUC) unites 57 trade unions, six trade associations, 7 social enterprises, and other enterprise partners as we create better lives for workers here in Singapore.

Our work cuts across the different ages and stages of life as we walk the ground and respond to everyday needs. Through initiatives that protect our workers at work, transform careers, manage the cost of living, help with financial resilience and health, and nurture relationships for families, we champion every worker through every touch point as we work towards better wages, welfare, and work prospects.

Because Every Worker Matters.

The Role

This role is responsible for the day-to-day support, maintenance, enhancement, and continuous improvement of enterprise applications. The Application Support Analyst serves as the bridge between business users, application support teams, outsourced service providers, and technical teams to ensure applications are stable, reliable, secure, and aligned with business needs.

Key Responsibilities

Provide day-to-day application support, troubleshooting, incident investigation, and issue resolution for assigned enterprise applications.

• Work closely with business users, application owners, vendors, and technical teams to understand application issues, identify root causes, and drive timely resolution.
• Analyse recurring application incidents and problems, identify trends, and recommend permanent fixes or improvements to reduce recurring issues.
• Gather, analyse, and document business requirements for application enhancements, fixes, integrations, and new functionality.
• Develop user stories, functional specifications, process flows, test scenarios, knowledge articles, and other documentation required for application support and enhancement activities.
• Coordinate with application developers, infrastructure teams, vendors, and support partners to investigate and resolve application defects, performance issues, and integration failures.
• Manage and monitor outsourced application support providers to ensure incidents, service requests, defects, and enhancement activities are delivered within agreed service levels.
• Monitor application health, performance, availability, support metrics, and user feedback; identify areas for improvement and follow up on corrective actions.
• Coordinate application changes, patches, upgrades, and releases, including impact assessment, testing, deployment coordination, and post-implementation validation.
• Plan and facilitate User Acceptance Testing (UAT), coordinate validation with business users, track defects, and ensure issues are resolved before production deployment.
• Support application integrations and interfaces by coordinating with relevant technical teams and vendors to troubleshoot data flow, connectivity, and interface issues.
• Maintain accurate application documentation, support procedures, knowledge articles, system configurations, and operational records.
• Ensure application support activities follow relevant security, data protection, access control, and technical standards.
• Identify opportunities to improve application support through automation, workflow improvements, monitoring, and appropriate use of AI-enabled capabilities.
• Liaise with vendors, application support partners, and business stakeholders to ensure timely delivery of support services, fixes, enhancements, and issue resolutions.

Role Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field.
• Minimum 2-5 years of experience in application support, application administration, or enterprise IT environments.
• Hands-on experience in supporting enterprise applications, including incident troubleshooting, problem investigation, application enhancement, testing, and release support.
• Experience working with application vendors, outsourced support teams, developers, and technical teams.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify root causes.
• Good understanding of application lifecycle management, software releases, testing, change implementation, and production support.
• Experience with application integrations, APIs, databases, monitoring tools, or automation technologies is an advantage.
• Strong stakeholder management and communication skills, with the ability to work effectively with business users and technical teams.
• Familiarity with Agile methodologies and working in a product or application delivery environment is an advantage.
• Self-motivated and able to work independently in a fast-paced environment, with strong ownership of application issues and service outcomes.

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We regret to inform that only shortlisted candidates will be contacted.