The Applications Support - L2 role provides technical and non-technical support to users within a banking environment. The position focuses on incident and service request resolution, application monitoring, operational reporting, and collaboration with L3 support teams and external vendors. This is a 6-month agency contract role based in Singapore, with the possibility of extension or renewal.
Responsibilities
- Provide both technical and non-technical support to users
- Respond to and resolve user incidents, service requests, and enquiries while maintaining a strong customer service mindset
- Take initiative to identify and address issues proactively
- Ensure timely communication and follow-up with users regarding issue status and resolution
- Accurately report incidents, business impacts, root causes, and workaround measures to management
- Maintain detailed records of incidents, service requests, and resolutions
- Prepare operational reports and support documentation for stakeholders
- Work closely with L3 support teams and external vendors to resolve complex issues
- Define, monitor, and enforce Service Level Agreements (SLAs) with vendors and support partners
- Perform basic application monitoring and health checks
- Assist in troubleshooting infrastructure, application, and user-related issues
Requirements
- Bachelor's degree or equivalent tertiary qualification in information technology, computer science, or a related technology discipline from a recognised institution
- At least 8 years of experience in L2 or application support within a banking environment
- Exposure to Monetary Authority of Singapore Technology Risk Management (MAS TRM) guidelines, IT risk awareness, and financial institution infrastructure environments
- Experience administering Windows Server and Linux Server environments
- Ability to perform application health checks and basic system troubleshooting
- Knowledge of IT Service Management (ITSM) practices and Information Technology Infrastructure Library (ITIL)
- Experience using ITSM tools such as ServiceNow and Jira
- Ability to communicate technical issues clearly to both technical and non-technical audiences
- Preferred qualifications:
- Professional certifications such as ITIL Foundation, Microsoft Certified, or CompTIA A+
- Prior application development experience
About the company
A well-established technology services company delivering IT solutions, infrastructure support, and outsourced operational services. It works with clients across various sectors to enhance efficiency and strengthen digital capabilities.
JAC Recruitment Pte. Ltd.
EA Licence: 90C3026
EA Personnel Name: Bhadoria Shilpalekha Vikas
EA Personnel: R1876178
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