Systems Support Analyst

Job Description: RELATIONSHIPS & COMMUNICATION (40%): • Able to take initiative and act proactively rather than waiting for instructions. • With a service mindset, respond and resolve user queries efficiently while ensuring excellent customer service. • Provide both technical and non-technical support for Singapore Branch. • Ensure clear, concise, and professional communication with users, technical teams, and senior management. • Balance between IT skills vs Business Soft Skills. • He or she needs to be able to report information/incidents accurately to superior like the business impact, workaround measures. CONTINUOUS IMPROVEMENT (30%): • Maintain detailed user request logs and create comprehensive reports for stakeholders. PROJECT PLANNING & EXECUTION (10%): • Work closely with L3 Support & Vendors. • L2 Support role will define the SLAs and ensure L3 Support/Vendors adhere to the guidelines. TECHNOLOGY EXPOSURE (20%) [Good to have]: • Experience in administering Windows Server and Linux Server environments. • Experience in performing basic application health checks. • Experience in supporting banking applications or applications for financial institutions. EDUCATION QUALIFICATIONS: • Tertiary degree in technology from a recognized educational institution. • IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+. EXPERIENCE: • Over 3 years of experience in L2 Support, preferably Financial Institute. • Good to have Over 1 year of experience in developing application software. • HR experience supporting Japanese-speaking users, Japan-based financial institute is highly preferred. • Azure DevOps, Application Support • Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute. SKILLS: • Excellent oral and written skills in English and Japanese (JLPT N1 top 20% or equivalent proficiency) • Good to Have IT service management principles (ITIL preferred). • Proficiency in ITS tools (e.g., ServiceNow, Jira). • Strong customer service skills, problem-solving abilities, and the ability to work under pressure. • Collaborate across organizations and external providers to solve complex problems creatively.