Location: Singapore

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation. 

As a Technology Support II team member in International Consumer Banking, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. You will respond to and manage high-impact incidents, ensuring timely resolution and transparent communication with stakeholders, while supporting the Problem Management lifecycle to minimize repeat incidents and enhance operational resilience. 

Job Responsibilities 

• Respond to incident escalations from squads, vendors, and business operations, taking ownership of the incident management process and driving it through to resolution. 
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts. 
• Maintain authoritative incident timelines throughout the lifecycle of each major incident. 
• Communicate incident status, resolution, and impacts clearly to internal and external stakeholders. 
• Facilitate timely communications with customers using our communication tools. 
• Support the Problem Management lifecycle by assisting with root cause analysis documentation and helping ensure corrective action plans progress to closure. 
• Partner with engineering, SRE, operations, risk, compliance, and vendor teams to support long-term solutions. 
• Support weekend coverage as part of a rotating shift-based schedule. 

 

Required Qualifications, Capabilities, and Skills  

• Bachelors degree in computer science, Cybersecurity, Data Science, or related disciplines 
• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services. 
• Experience managing incidents in high-availability, high-transaction environments. 
• Strong real-time communication skills under pressure, including the ability to convey technical information clearly to diverse audiences. 
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud. 
• Ability to triage and manage multiple simultaneous incidents, prioritizing by impact. 
• Familiarity with Information Technology Infrastructure Library (ITIL) framework practices, especially Incident, Problem, and Change Management. 
• Ability to work methodically and calmly under pressure, collaborating to deliver optimal outcomes. 
• Proficiency with collaboration and workflow tools such as Jira, Confluence, and customer communication tools. 
• Working knowledge of IT Service Management platforms like ServiceNow. 

 

Preferred Qualifications, Capabilities, and Skills  

• Prior experience in Major Incident Management or Command Centre operations. 
• Exposure to root cause analysis methodologies and evidence-based analysis. 
• Strong analytical and critical thinking skills. 

Ensure optimal tech performance in a key support role, driving stability and efficiency at a leading global financial firm.