FAST Payment Support

KEY RESPONSIBILITIES:

Relationships & Communication (40%):

• Able to take initiative and act proactively rather than waiting for instructions.
• With a service mindset, respond to and resolve user queries efficiently while ensuring a high level of customer service.
• Provide both technical and non-technical support for Singapore Branch.
• Ensure clear, concise, and professional communication with users, technical teams, vendors, and senior management.
• Balance technical expertise with strong business communication skills.
• Accurately communicate incidents, business impact, risks, workaround measures, and resolution status.
• Build and maintain effective working relationships with business users, vendors, and internal support teams.
• Coordinate with business users, vendors, and technical teams to ensure timely resolution of application issues and service requests.

Continuous Improvement (30%):

• Maintain incident logs, support reports, SOPs, knowledge repositories and drive service improvements.

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.

Application & Technology Support (20%):

• Provide application support for FAST Payment systems (80%).
• Experience supporting Accounting systems and Customer Information File (CIF) applications will be an advantage.
• Support application troubleshooting, incident investigation, issue resolution, and service request handling.
• Support application releases, change requests, enhancement implementation, and post-deployment validation activities.
• Work with Commercial Off-The-Shelf (COTS) applications and NEC package solutions, including configuration and customization support.
• Perform application monitoring, health checks, and operational support activities.
• Collaborate with L3 Support teams and vendors to resolve complex application issues.

Requirements:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• Minimum 8 years of Application Support experience within Corporate Banking or Financial Services.
• Strong experience supporting FAST payment systems and payment-related applications.
• Strong understanding of payment transaction processing and banking operations.
• Working knowledge of Accounting processes, reconciliation, settlement, and General Ledger impacts.
• Understanding of CIF (Customer Information File/System) and customer master data management.
• Experience supporting Commercial Off-The-Shelf (COTS) applications.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to manage multiple application support activities and projects concurrently.
• Experience managing application support teams and effectively prioritizing BAU support, application enhancements, and project deliverables.
• Strong stakeholder management and vendor coordination skills.

Preferred Skills and Experience

• ITIL Foundation certification.
• Experience supporting PayNow, GIRO, SWIFT, and ISO 20022 payment messaging.
• Exposure to Splunk, Dynatrace, AppDynamics, or similar monitoring tools.
• Experience performing application health checks and operational monitoring.
• Basic knowledge of SQL, log analysis, and troubleshooting techniques.

Good to Have:

• Experience in administering Windows Server and Linux Server environments.
• Familiarity with ServiceNow, Jira, Azure DevOps, or similar support tools.
• Exposure to MAS Technology Risk Management (TRM) guidelines and banking IT governance practices.