Opportunity Description
Responsibilities
- Own and Manage L3 Support Issues : Act as the single point of contact for L3 issues, logging, tracking, and escalating tickets, ensuring timely resolution and communication during high‑severity incidents.
- Coordinate with Internal and External Teams : Liaise with vendors, onshore development teams, and system owners for escalations, bug fixes, data/config changes, and recovery planning.
- Lead Operational Planning and Support Roster : Maintain offshore support schedules, ensure holiday/weekend/critical period coverage, and manage shift assignments.
- Oversee Change and Release Management : Conduct code reviews, validate change artifacts, assess risks, and represent changes in CAB meetings.
- Drive Incident and Problem Management : Lead root cause analyses, ensure implementation of preventive actions, and coordinate cross‑team deployments and communications.
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