Application Support Lead

Banking Computer Services Private Limited (BCS), a wholly owned subsidiary of NETS and part of the NETS Group, manages and operates the clearing and payment infrastructure for the Singapore Automated Clearing House. This includes services such as Fast and Secure Transfers (FAST), Inter-bank GIRO (IBG), and the Cheque Truncation System (CTS). BCS also supports PayNow and the SGQR Central Repository, among other services.

Responsibilities

Leadership and Team Management

• Lead and mentor L2 support teams, fostering a culture of excellence and accountability.
• Develop team competencies through coaching, training, and knowledge-sharing sessions.
• Oversee resource planning to maintain high service level, including on-call rotations and capacity management.
• Oversee the L2 team in issue detection and works toward system recovery and stability.
• Establish and monitor quality assurance processes to ensure that all changes meet required standards before release.

Incident and Problem Management

• Drive efficient incident management and resolution processes to ensure swift recovery and minimal impact on services.
• Conduct root cause analysis and implement preventive measures to enhance system reliability and resiliency
• Collaborate with other teams, including L1 support, development and operations to improve incident response time and service quality.

Service Delivery and Improvements

• Define and implement SLAs, OLAs, and KPIs aligned with business objectives and compliance standards.
• Identify and implement process improvements, including automation of workflows.
• Partner with other technology teams to ensure proactive monitoring, performance optimisation and smooth release management.

Documentation and Knowledge Management

• Establish and maintain comprehensive documentation, ensuring critical knowledge is retained and accessible across teams.
• Lead initiatives to improve documentation accuracy, accessibility, and completeness to support service continuity.

Compliance and Risk Management

• Ensure all support activities comply with regulatory requirements
• Participate in audits and contribute to the development of policies and procedures to meet security and compliance standards.
• Improving security and compliance posture

Stakeholder Engagement

• Act as the primary point of contact for high-severity incidents and provide clear, timely updates to leadership and business stakeholders.
• Collaborate closely with stakeholders across the organisation to understand business needs, drive alignment and support change management.

Requirements:

Education and Experience

• Bachelor’s degree in information technology, Information Systems, Computer Science, or a related field. A master’s degree or relevant advanced certification would be highly advantageous. 
• At least 20 years of IT operations, application support and/or software engineering background with at least 10 years in a leadership role within the financial services, payment, or banking industry, focusing on mission-critical, high-availability services and complex IT infrastructure.

• Possess a breadth of IT experience, expertise in digital transformation with a strong understanding of design methodologies

Skills and Knowledge

• Good understanding of mission critical and highly available complex IT services
• Good level of technical appreciation of datacentre and cloud infrastructure
• Familiar with IT security and cyber security best practices
• Possess a high-level overview of information technology governance
• Strong awareness of modern tech stacks and developments with respect to software development using modern design principles, API driven development. DevSecOps, Cloud Native solutions should also be exhibited.
• Experienced in implementing technology roadmaps, application and infra modernisation
• Experienced working with both Agile and Waterfall methodologies
• Able to ‘think big’ and challenge conventional wisdom regarding technology refresh and hype
• Ability to operate successfully in a matrix organisation and to mobilise individuals outside their reporting line
• Excellent leadership skills that inspire others, promote teamwork and collaboration
• Experienced in people and team management, including strong coaching skills
• Strong negotiation skills with the ability to build consensus across different teams
• Basic understanding of Solaris and/or Linux OS such as RHEL is required
• Domain knowledge of financial clearing, payment systems and ISO20022 standard is a plus

Preferred Certifications

• Certifications in SRE is a plus

Banking Computer Services Pte Ltd (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)