Applications support - L2

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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