Mid-Level role (L2 SUPPORT)

Job Description: RELATIONSHIPS & COMMUNICATION (40%): Able to take initiative and act proactively rather than waiting for instructions. With a service mindset, respond and resolve user queries efficiently while ensuring excellent customer service. Provide both technical and non-technical support for Singapore Branch. Ensure clear, concise, and professional communication with users, technical teams, and senior management. Balance between IT skills vs Business Soft Skills. He or she needs to be able to report information/incidents accurately to superior like the business impact, workaround measures. CONTINUOUS IMPROVEMENT (30%): Maintain detailed user request logs and create comprehensive reports for stakeholders. PROJECT PLANNING & EXECUTION (10%): Work closely with L3 Support & Vendors. L2 Support role will define the SLAs and ensure L3 Support/Vendors adhere to the guidelines. TECHNOLOGY EXPOSURE (20%) [Good to have]: Experience in administering Windows Server and Linux Server environments. Experience in performing basic application health checks. Experience in supporting banking applications or applications for financial institutions. Requirements: EDUCATION: Tertiary degree in technology from a recognized educational institution. IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+. EXPERIENCE: Over 8 years of experience in L2 Support, preferably Financial Institute. Good to have: Over 1 year of experience in developing application software. Azure DevOps, Application Support. Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute. SKILLS: IT service management principles (ITIL preferred). Proficiency in ITS tools (e.g., ServiceNow, Jira). Strong customer service skills, problem-solving abilities, and the ability to work under pressure. Collaborate across organizations and external providers to solve complex problems creatively.