Key Responsibilities
L2 Application & Platform Support
- Manage and resolve L2 support tickets escalated from L1 support within defined SLAs
- Perform root cause analysis for recurring or complex issues related to company's web and mobile applications
- Troubleshoot issues across modules such as bookings, payments, access control, rewards, notifications, and integrations
- Validate fixes before closure and ensure proper documentation of resolutions
Incident & Problem Management
- Support incident triage during production issues and service disruptions
- Work closely with Engineering, Product, and Infrastructure teams to resolve defects and system issues
- Identify recurring problems and recommend preventive measures or process improvements
- Assist in post-incident reviews and reporting
Operations & Configuration Support
- Perform operational tasks such as configuration changes, data checks, and basic data corrections (where authorised)
- Support onboarding of new properties, features, or modules from an operational readiness perspective
- Ensure system configurations align with approved business rules and SOPs
Vendor & Stakeholder Coordination
- Liaise with external vendors (e.g. payment gateway, access control) to investigate and resolve issues
- Coordinate with internal stakeholders such as Asset Management, Property Development and Customer Service teams
- Provide clear updates to stakeholders on issue status and resolution timelines
Documentation & Continuous Improvement
- Maintain up-to-date support documentation, SOPs, and knowledge base articles
- Contribute to improving L1 troubleshooting guides and handover materials
- Track common issues and propose enhancements to improve system reliability and operational efficiency
Requirements
- 2-4 years of experience in Application Support, Operations Support, or IT Support (L2)
- Experience supporting web and mobile applications in a production environment
- Familiarity with ticketing systems (e.g. Jira Service Management, Freshdesk)
- Basic understanding of APIs, databases, and system integrations (no coding required, but troubleshooting mindset essential)
- Strong problem-solving, analytical, and communication skills
Preferred / Advantageous
- Experience in PropTech platforms
- Exposure to incident management, SLA tracking, and operational reporting
- Ability to read logs, understand error messages, and work with technical teams effectively
Interested applicants please send your resume to [Confidential Information]
Venessa Goh Wee Ni
R24124686
Recruit Express Pte Ltd
EA License No: 99C4599
We regret that only shortlisted candidates will be contacted.
