Application Support Lead

About the role

Banking Computer Services (BCS), a wholly owned subsidiary of NETS and part of the NETS Group, manages and operates the clearing and payment infrastructure for the Singapore Automated Clearing House, including FAST, IBG, CTS, PayNow and the SGQR Central Repository. The Application Support Lead leads and mentors the L2 support teams, drives incident and problem management, defines service levels and ensures compliance.

Key responsibilities

• Lead and mentor L2 support teams, coach and train them, plan resources and on-call rotations, and oversee issue detection, recovery and stability.
• Drive incident management, conduct root cause analysis and implement preventive measures; work with L1 support, development and operations to improve response time.
• Define and implement SLAs, OLAs and KPIs, identify process improvements and automate workflows, and partner with technology teams on monitoring, performance and release management.
• Maintain comprehensive documentation and lead initiatives to improve its accuracy and accessibility.
• Ensure support activities comply with regulatory requirements, take part in audits and help develop security and compliance policies.
• Act as the main contact for high-severity incidents, update leadership and stakeholders, and support change management.

Required profile

• Bachelor's degree in IT, Information Systems, Computer Science or a related field; a master's degree or advanced certification is highly advantageous.
• At least 20 years of IT operations, application support and/or software engineering background, with at least 10 years in a leadership role in financial services, payments or banking, focused on mission-critical, high-availability services.
• Experience implementing technology roadmaps, application and infrastructure modernisation, and working with both Agile and Waterfall methods.
• Strong leadership, coaching, negotiation and stakeholder engagement skills; able to work in a matrix organisation.

Required skills

• Understanding of mission-critical, highly available services and datacentre and cloud infrastructure.
• Familiarity with IT and cyber security best practices and IT governance.
• Overview of modern tech stacks, API-driven development, DevSecOps and cloud-native solutions.
• Basic understanding of Solaris and/or Linux (e.g. RHEL).
• Domain knowledge of financial clearing, payment systems and ISO20022 is a plus.