IT Service manager - Application Support

Key Responsibilities:

1. Application Support(40%)

• Ensure smooth operation and support of business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions.
• Provide support for transaction processing systems, client onboarding platforms, compliance tools, and related business services.
• Understand application specifications and banking workflows to deliver effective support aligned with operational and regulatory requirements.
• Assist business users with application-related issues involving navigation, data entry, process execution, and system functionality.
• Investigate, document, and coordinate resolution of application defects and system issues.
• Analyze incidents from an application perspective and ensure timely escalation, communication, and resolution.
• Collaborate with development teams, infrastructure teams, vendors, L2 and L3 support teams for end-to-end problem resolution.

2. IT Service Management(40%)

• Design, document, and maintain a comprehensive IT service catalog with clearly defined service offerings and SLAs.
• Drive service engineering initiatives to standardize and optimize service delivery processes across support teams.
• Implement ITSM best practices and continuous improvement initiatives to enhance service quality and operational stability.
• Support and enhance ServiceNow-enabled ITSM processes including Incident, Problem, Change, and Request Management.
• Manage service requests, service levels, service continuity, and service design activities.

3. Leadership & Stakeholder Management (20%)

• Oversee production services to ensure availability, reliability, and compliance within a banking environment.
• Lead, mentor, and develop L0, L1, and L2 support teams, promoting accountability, teamwork, and continuous improvement.
• Define and drive IT service transformation initiatives aligned with business objectives.
• Monitor team performance against KPIs and SLAs and implement improvement plans where required.
• Provide timely and clear communications regarding service performance, incidents, and operational updates to senior management and stakeholders.
• Serve as the liaison between Singapore and Japan teams, business users, vendors, and regional/global stakeholders.
• Collaborate closely with business users to understand requirements and minimize operational impacts from incidents and service disruptions.

Key Requirements:

1. Application Support (40% - Highest Priority)

• Extensive experience supporting business-critical applications, including internal banking systems, customer-facing platforms, and third-party SaaS solutions.
• Strong understanding of application specifications, business logic, and banking workflows.
• Proven ability to troubleshoot application issues, including failed transactions, incorrect data displays, system behavior issues, and UI-related problems.
• Experience in incident analysis, root cause investigation, escalation management, and stakeholder communication.
• Hands-on experience supporting transaction processing systems, client onboarding platforms, compliance tools, and other banking applications.
• Ability to work closely with development teams, infrastructure teams, vendors, and support teams to achieve end-to-end issue resolution.
• Strong understanding of banking applications and workflows within a corporate banking environment.
• Experience with application monitoring, incident management, and support tools.

2. IT Service Management (40%)

• Strong knowledge of ITSM processes and best practices.
• Experience in Incident, Problem, Change, Service Request, Service Catalog, Service Level, Service Design, and Service Continuity Management.
• Experience developing and maintaining service catalogs with defined SLAs and service offerings.
• Familiarity with ServiceNow implementation and ITSM workflow enablement.
• Experience in service delivery optimization, process standardization, and continuous service improvement.
• Knowledge of business continuity, disaster recovery planning, and service resilience frameworks.
• Ability to establish, monitor, and improve SLA/OLA performance.

3. Leadership & Stakeholder Management (20%)

• 10–12 years of experience managing IT services in large-scale organizations, preferably within banking or financial services.
• Proven experience leading L0, L1, and L2 support teams.
• Experience managing critical incidents and coordinating cross-functional and global teams.
• Strong stakeholder management, communication, and decision-making capabilities.
• Ability to prioritize, multitask, and perform effectively in high-pressure environments.
• Excellent interpersonal skills with the ability to collaborate across regions and functions.
• Ability to communicate technical issues effectively to business and non-technical stakeholders.

Qualifications:

• ITSM certification preferred.
• Excellent verbal and written communication skills in English and either Mandarin Chinese or Japanese.

Background:

We are looking for a Senior IT Service Manager with extensive experience in application support, IT service management, and production operations in banking environment. Proven track record in managing critical business applications, leading support teams, driving ITSM process improvements, and collaborating with global stakeholders. Strong understanding of banking operations, service delivery frameworks, and stakeholder engagement, with the ability to bridge business and technology teams in a complex, regulated environment. Proficiency in English is highly desirable.

About Us - Req Technology Consulting

Founded in 2008 with a core expertise in database technologies, Req Technology Consulting, has grown into a premier technology consulting firm specializing in cloud, data, and AI solutions. Highly recognized for our technical excellence—including being named one of the "25 Most Promising Oracle Solution Providers" by APAC CIO Outlook—we partner with clients across industries to design, build, and operate scalable, secure, and data-driven platforms. Today, we leverage this strong infrastructure foundation to drive continuous innovation, helping organizations modernize their digital ecosystems and maximize the value of their data.

We foster a collaborative and inclusive work environment where continuous learning, technical mastery, and creative innovation are deeply encouraged. As we aggressively expand our capabilities into data analytics and cutting-edge AI fields for our business, we are looking for talented professionals who are passionate about working with the latest technologies, solving complex business challenges, and building the next generation of intelligent systems.

Job Types: Full-time, Contract renewal

Benefits:

• Health insurance
• Professional development
• Promotion to permanent employee

License/Certification:

• work authorization in Singapore without company sponsorship? (Required)