Senior Application Support Analyst (Banking Domain) - Toa Payoh

About the Role:

You will be responsible for application monitoring, incident management, and continuous improvement initiatives across global teams.

Key Responsibilities:

Application Monitoring & Operations:

• Define and implement monitoring strategies in coordination with build teams.
• Investigate and resolve end-user requests related to application performance and functionality.
• Supervise daily and monthly operational chains in collaboration with infrastructure and production teams.
• Support and troubleshoot daily batch processes to ensure timely completion.
• Track and report key performance indicators (KPIs) weekly and monthly to drive operational efficiency.

Incident & Request Management:

• Provide Level 1 and Level 2 support to Sales, Middle Office, and Back Office users.
• Own and manage incidents, ensuring swift resolution with minimal business impact.
• Handle user requests and manage the team’s request backlog effectively.
• Ensure all tickets are well-documented with relevant information for traceability.

Problem Management & Continuous Improvement:

• Conduct root cause analysis and manage post-incident follow-ups.
• Collaborate with build teams to prioritize and resolve recurring issues.
• Contribute to non-functional requirements and promote monitoring-as-code practices.
• Maintain a comprehensive knowledge base for supported applications.

Functional & Technical Support:

• Ensure accurate calculation of Volume Credit and Markup.
• Administer platforms in coordination with internal and external system providers.
• Resolve Straight Through Processing (STP) issues.
• Operate within a global 24x7 support model (follow the sun’).
• Uphold internal policies and procedures.
• Provide support and guidance to team members and business users.

Qualifications & Profile:

• Minimum 8 years of experience in application support or development, preferably in financial services.
• Strong interest in Capital Markets, including FX, fixed income, derivatives, and equities.
• Familiarity with broker and clearing platforms (e.g., Tradeweb, Murex, DTCC, LCH/JSCC).
• Experience with financial market tools (e.g., Bloomberg, Reuters).
• Knowledge of monitoring tools such as ITRS Geneos, Qokpit, Elastic, Splunk, Datadog.
• Technical proficiency in SQL, Unix/Linux scripting, and preferably Java or Python.
• Experience with XML, PL/SQL, MQ, CFT, and Control-M is a plus.
• Strong analytical, communication, and time management skills.
• Ability to manage SLAs, KPIs, client communications, and escalation processes.
• ITIL certification is an advantage but not mandatory.

Other Requirements:

• Willingness to participate in weekend and holiday coverage on a rotational basis.
• Commitment to continuous improvement, automation, and service quality.

Equal Opportunity Statement: We are committed to fair and inclusive hiring practices. All applications will be considered based on merit, regardless of age, race, gender, religion, marital status, family responsibilities, or disability.