Senior ITSM - Banking

Job Description:

• Should have extensive experience in application support, IT service management, and production operations in banking environment.
• Proven track record in managing critical business applications, leading support teamsdriving ITSM process improvements, and collaborating with global stakeholders.
• Strong understanding of banking operations, service delivery frameworks, and stakeholder engagement, with the ability to bridge business and technology teams in a complex, regulated environment.

Application Support (40%):

• Ensure smooth operation and support of business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions.
• Provide support for transaction processing systems, client onboarding platforms, compliance tools, and related business services.
• Understand application specifications and banking workflows to deliver effective support aligned with operational and regulatory requirements.
• Assist business users with application-related issues involving navigation, data entry, process execution, and system functionality.
• Investigate, document, and coordinate resolution of application defects and system issues.
• Analyze incidents from an application perspective and ensure timely escalation, communication, and resolution.
• Collaborate with development teams, infrastructure teams, vendors, L2 and L3 support teams for end-to-end problem resolution.

IT Service Management (40%):

• Design, document, and maintain a comprehensive IT service catalog with clearly defined service offerings and SLAs.
• Drive service engineering initiatives to standardize and optimize service delivery processes across support teams.
• Implement ITSM best practices and continuous improvement initiatives to enhance service quality and operational stability.
• Support and enhance ServiceNow-enabled ITSM processes including Incident, Problem, Change, and Request Management.
• Manage service requests, service levels, service continuity, and service design activities.

Leadership, Communication & Stakeholder Engagement (20%):

• Oversee production services to ensure availability, reliability, and compliance within a banking environment.
• Lead, mentor, and develop L0, L1, and L2 support teams, promoting accountability, teamwork, and continuous improvement.
• Define and drive IT service transformation initiatives aligned with business objectives.
• Monitor team performance against KPIs and SLAs and implement improvement plans where required.
• Provide timely and clear communications regarding service performance, incidents, and operational updates to senior management and stakeholders.
• Serve as the liaison between Singapore and Japan teams, business users, vendors, and regional/global stakeholders.
• Collaborate closely with business users to understand requirements and minimize operational impacts from incidents and service disruptions.

Requirements:

Application Support (40% - Highest Priority):

• Extensive experience supporting business-critical applications, including internal banking systems, customer-facing platforms, and third-party SaaS solutions.
• Strong understanding of application specifications, business logic, and banking workflows.
• Proven ability to troubleshoot application issues, including failed transactions, incorrect data displays, system behavior issues, and UI-related problems.
• Experience in incident analysis, root cause investigation, escalation management, and stakeholder communication.
• Hands-on experience supporting transaction processing systems, client onboarding platforms, compliance tools, and other banking applications.
• Ability to work closely with development teams, infrastructure teams, vendors, and support teams to achieve end-to-end issue resolution.
• Strong understanding of banking applications and workflows within a commercial banking environment.
• Experience with application monitoring, incident management, and support tools.

IT Service Management (40%):

• Strong knowledge of ITSM processes and best practices.
• Experience in Incident, Problem, Change, Service Request, Service Catalog, Service Level, Service Design, and Service Continuity Management.
• Experience developing and maintaining service catalogs with defined SLAs and service offerings.
• Familiarity with ServiceNow implementation and ITSM workflow enablement.
• Experience in service delivery optimization, process standardization, and continuous service improvement.
• Knowledge of business continuity, disaster recovery planning, and service resilience frameworks.
• Ability to establish, monitor, and improve SLA/OLA performance.

Leadership & Stakeholder Management (20%):

• 10–12 years of experience managing IT services in large-scale organizations, preferably within banking or financial services.
• Proven experience leading L0, L1, and L2 support teams.
• Experience managing critical incidents and coordinating cross-functional and global teams.
• Strong stakeholder management, communication, and decision-making capabilities.
• Ability to prioritize, multitask, and perform effectively in high-pressure environments.
• Excellent interpersonal skills with the ability to collaborate across regions and functions.
• Ability to communicate technical issues effectively to business and non-technical stakeholders.

Qualifications:

• Bachelor's Degree or equivalent tertiary qualification in Technology or related discipline.
• ITSM certification preferred.

Preferred Skills and Experience:

• Experience within banking and financial services organizations.
• Experience supporting stakeholders and cross-border teams.
• Familiarity with regulatory requirements and data handling practices within Singapore financial sector.
• Experience with JIRA and other ticketing/service management tools.