Application Specialist

About the company

OneEmpower is the premier technology partner for Asia's leading financial institutions. Our platform uniquely synthesises FI-grade integrations, patented technology, and AI-powered personalisation to deploy and manage sophisticated loyalty programs at scale, driving transactions, deepening engagement, and maximising lifetime value.

Your tasks

We are looking for an Application Specialist to join our team supporting software applications for the consumer transactions industry. Our solutions span payments, stored-value applications, and CRM marketing platforms used by millions of users globally.

As the first point of contact for customer application incidents and service requests, you will investigate and troubleshoot issues, coordinate escalations, and monitor daily application operations to ensure timely resolution within agreed SLAs.

Application Support and Incident Management

• Log, categorise and prioritise incidents and service requests in the IT service management (ITSM) platform based on severity and business impact.
• Investigate and resolve common user access issues, application errors and transaction queries using established troubleshooting guides.
• Reproduce reported issues and assess whether they relate to user actions, configuration, data or technical faults.
• Review application logs and perform approved read-only database queries to support investigations.
• Escalate complex issues to L2/L3 teams with clear findings, logs, screenshots and transaction references.
• Track cases through to resolution within agreed SLAs and confirm the outcome with customers before closure.

Application Monitoring and Testing

• Perform routine health checks on application availability, batch jobs, interfaces and transaction status.
• Identify alerts, exceptions and recurring incidents, and promptly escalate abnormal findings.
• Support smoke testing and post-deployment validation using predefined test cases.

Customer Communication and Coordination

• Provide clear, timely updates to customers and internal stakeholders on issue status and progress.
• Coordinate with L2/L3 support, infrastructure teams and external vendors to resolve issues.
• Participate in operational support meetings as required.

Documentation, Security and Improvement

• Maintain accurate ticket records, knowledge articles, FAQs and operational guides.
• Follow incident, escalation and change management procedures and company information security policies.
• Report suspected security incidents promptly and support audit documentation requirements.
• Recommend improvements to support procedures, ticket classification and application monitoring.

Requirements

What We Are Looking For

• A diploma or degree in information technology, computer science, information systems, or a related field.
• Preferably 1–3 years of experience in application support, IT operations, service desk, or technical support. Fresh graduates with strong technical aptitude are welcome to apply.
• Working knowledge of web-based enterprise applications, ticketing systems, application logs and basic SQL.
• Clear communication skills, a customer-focused approach and ownership of assigned cases.
• An analytical mindset, attention to detail and accurate documentation skills.
• The ability to prioritise multiple tickets and remain composed during critical incidents.
• A collaborative attitude and willingness to learn new applications and systems.
• Fresh graduates with good technical aptitude and communication skills may be considered.

An advantage would be familiarity with

• Enterprise applications or systems used by financial institutions (FIs).
• Loyalty or rewards platforms.
• ITSM platforms and ITIL incident management practices.
• REST APIs, system integrations, monitoring and log analysis tools.

What we offer

This role offers hands-on exposure to enterprise applications and the opportunity to strengthen your technical troubleshooting and customer support skills in a fast-paced, technology-driven environment.