Key Responsibilities:
Manage user requests and incidents in a timely manner.
Ensure daily support tasks.
Ensure sanity checks are performed (morning, evening) and on-call duties
Contribute to change requests, urgent data modifications and INTPRODs executions
Escalate issues if need be, but remains the main point of contact for the user
Push for sustainable resolutions and sustain knowledge management
In case of incidents, ensure root cause is properly identified and remediation actions are defined and prioritised (problem management)
Contribute to major incident reports and post-mortems when required
In case of recurrent request/incidents, push for the creation of a feature development/bugfix, or automation
Keep the support documentation up-to-date
Act as the IT run preferred communication channel with all stakeholders
Contribute to major events (BCP, disaster recovery, Production interventions, etc.) synchronising with other support engineers, users, and CAGIP stakeholders
Activities may extend to complementary tasks like testing or BA if part of the squad
Prioritise user requests based on their urgency, their criticality and their context. Ensure all incident investigations and follow-up in case of third-party/vendor involvement, communication and pushes for resolution including workaround identificationEnsure adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor)
To succeed in this Support Analyst (12 months renewable contract) role, you must have minimum two years' experience in Level 1 and Level 2 support.
Key Requirements:
Solutions-oriented, business-focused with a mindset to constantly improve production quality and stability
Knowledge of corporate and investment banking products. Nice to have some structured finance product knowledge e.g. syndications
Basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls, etc.
Good knowledge of DevOps
Excellent analytical skills
Excellent verbal and written communication with a focus on user needs
Ability to multitask and manage stress while maintaining empathy for end users
This is an excellent opportunity to join a leading global bank in Singapore.
If you are driven, determined and want to take the next step in your career, this Support Analyst (12 months renewable contract) role is right for you. Excellent career progression opportunities await the right person in this exciting role.
Please share your updated CV to Dipti atdipti.makawana@robertwalters.com.sgfor a confidential discussion.