Application Support Engineer

About the role

BCS, a wholly owned subsidiary of Network for Electronic Transfers (NETS) and part of the NETS Group, manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including FAST, Inter-bank GIRO, Cheque Truncation System, PayNow and SGQR. The IT Operations department supports the day-to-day operation, maintenance and support of these systems, including data centre operations, application monitoring and incident management. The Application Support Engineer provides 24x7 operational support, monitors alerts and handles incidents and problems, while taking part in application deployments and assisting external parties such as MAS, banks, auditors and other users.

Key responsibilities

• Operate, maintain and develop bug fixes for the eGIRO portal
• Manage and close application incident tickets end-to-end, and troubleshoot issues quickly to minimise business and customer impact
• Perform root cause analysis and post-incident reviews, and document solutions, workarounds and known issues
• Collaborate with development, infrastructure and other support teams on complex issues and long-term fixes
• Support daily application monitoring, deployments and environments, and escalate critical issues while tracking progress
• Deliver support within agreed SLAs, including 24x7 support where required, and give regular status updates and incident reports
• Take part in application enhancements, testing and documentation, and support testing in non-production environments
• Assist with production queries from stakeholders, auditors, banks and regulators, and prepare project, change and operational documentation
• Support annual industry and regulatory testing, including VAPT, APT and APIPT, and application deployments following change management procedures

Required profile

• Bachelor's degree in Information Technology, Information Systems, Computer Science or a related field
• At least 3 years of hands-on experience in Java, J2EE/JEE, Oracle, SQL/PLSQL, JasperReports, RESTful and SOAP APIs and/or XML; basic understanding of Solaris and/or Linux (e.g. RHEL)
• Good working knowledge of ServiceNow development and configuration tools (Business Rules, Client Scripts, Update Sets)
• Experience managing SQL databases across Production, UAT and SIT environments
• Experience supporting applications hosted on AWS (CloudWatch, S3, RDS, EKS, CloudFormation, WAF, ECS, API Gateway)
• Knowledge of financial clearing and payment systems and ISO20022 is a plus
• ServiceNow Administrator certification is a plus

Required skills

• Java, JavaScript, ServiceNow (Business Rules, Client Scripts, Update Sets)
• SQL, PLSQL, Oracle, RESTful and SOAP APIs, XML
• Understanding of SDLC and change management
• Strong troubleshooting, analytical and communication skills, and ability to work under pressure in production support