IT Service Manager - Application Support (Contract)

[Job ID: 1691776]
Responsibilities

• Manage and support business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions.
• Provide operational support for transaction processing systems, client onboarding platforms, compliance tools, and related banking services.
• Troubleshoot application issues, including transaction failures, data discrepancies, system functionality issues, and user interface problems.
• Investigate, document, and coordinate resolution of application defects, incidents, and production issues.
• Analyse incidents, perform root cause investigations, and drive timely escalation and resolution.
• Collaborate with development, infrastructure, vendor, L2, and L3 support teams to ensure end-to-end issue resolution.
• Design, maintain, and enhance the IT service catalogue with clearly defined service offerings and SLAs.
• Drive service engineering, process standardisation, and continuous service improvement initiatives.
• Support and optimise ServiceNow-enabled ITSM processes, including Incident, Problem, Change, and Request Management.
• Manage service requests, service levels, service continuity, and service design activities.
• Oversee production environments to ensure service availability, reliability, and compliance.
• Lead and develop L0, L1, and L2 support teams while driving performance against KPIs and SLAs.
• Coordinate critical incident management and stakeholder communications across regional and global teams.
• Act as the key liaison between Singapore and Japan teams, business users, vendors, and external stakeholders.
• Partner with business users to understand operational requirements and minimise service disruption impacts.

Requirements

• Degree in Information Technology, Computer Science, or a related discipline.
• 10–12 years of IT service management and application support experience, preferably within banking or financial services.
• Strong experience supporting business-critical banking applications, including transaction processing, client onboarding, compliance, and customer-facing platforms.
• Proven expertise in application troubleshooting, incident management, root cause analysis, and production support.
• Hands-on experience with ITSM processes, ServiceNow, SLA/OLA management, service catalogues, and continuous service improvement initiatives.
• Knowledge of business continuity, disaster recovery, and service resilience frameworks.
• Proven experience leading L0–L2 support teams and managing critical incidents across regional or global stakeholders.
• Experience in corporate banking domains (CASA, Loans, Treasury, Payments, Accounting & General Ledger, MAS/JFSA reporting) and familiarity with JIRA are added advantages.

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EA Personnel Name: Gary Ho Cheng Xuan
EA Personnel Reg. No.: R1549767
EA License No.: 07C5771

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