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.