Application Support Analyst

Job Type: Contract
Posted: 3 months ago
Contact: May Anne Ramos
Reference: 252306

Application Support Analyst

  • Contract up to 31st May 2023, with an option to extend
  • Hybrid work arrangement
  • Work location: Paya Lebar

Our Client

  • Leading global digital payment company headquartered in US

The Opportunity

  • Understand the end-to-end product functionality and become SME of Digital Developer Platform (DDP) Products.
  • Hands on experience in handling levels of incident or request related to impact calculations, escalations treatment and service level agreements (SLA) to quickly eliminate impacts.
  • Troubleshoot technical issues or escalate and work with appropriate technology teams to deliver impactful results.
  • Timely responses to internal client facing teams and Operations partners. Regular collaboration with partners for operational stability both technically and process wise.
  • Provides technical support to stakeholders/partners through a scaled ticketing system. Ensures a high quality of service, troubleshooting partner's technical issues in real-time within the defined SLAs.
  • Manage the production environment applications by improving the monitoring & alerting to maximize stability and resiliency.
  • Provide support during software life release cycle by validating the applications, monitoring the health check of products and sending the Post release reports.
  • Helps scale programs by documenting the users experience and the root cause of technical issues in FAQs or self-service tools that can be used by our stakeholders and team members.
  • Provides on-call support coverage via on call rotation schedule including weekends.
  • Proactively and independently analyzes information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and document this knowledge across the team.
  • Effectively manages key relationships with multiple cross functional partners and stakeholders by facilitating communication of the team and nurturing strong cross functional relationships.

Your Background

  • You have Bachelor in Computer Engineering, Computer Science, or Information Technology
  • You have a strong background of 5+ years of experience as a Technical Support Engineer or similar.
  • You have Professional working experience in Java based large scale and highly available environment.
  • You have an expertise in at least one of the relational database (SQL Server, Oracle, DB2 etc.)
  • You have deep level expertise in instrumentation, customisation, and usage of at least couple of modern monitoring toolset such as Grafana, Prometheus, Thousand Eyes, Splunk, JIRA etc.
  • You have Micro service understanding in a containerized environment such as Kubernetes.
  • You have an excellent debugging and trouble shooting skills.
  • You are always on the lookout for opportunities to improve our operations, user experiences, and deliver cohesive ideas around innovative support strategies and application design considerations.
  • You have strong communication skills to partner with technical and non-technical stakeholders effectively in a remote environment and are proficient with phone, email, and computer-based support solutions
  • You love to create and define new support solutions, offer highly effective solutions to their problems, cut out complexity, and get teams back to being productive.
  • You thrive in an innovative culture where autonomy is necessary, and strong collaboration is paramount.
  • You have fluency in English

Preferred Qualifications:

  • Experience in the payment processing and/or banking industry
  • Technical understanding of online payment processing flows (Merchants, Acquirer Banks, Issuers bank)
  • 5+ years of experience Production Support role in software, financial or information technology industry
  • Significant experience of Production support role

Interested parties please click "Apply Now" or contact May Anne Ramos (EA Reg no: R1110127) at for more information.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.