Cloud Application Support Specialist - Team Lead (AVP) at Oversea Chinese Banking Corp

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Lead, SaaS, Cloud Application Support, Troubleshooting, Issue Isolation, Escalation Paths, Ticket Queue Management, Incident Management, Service Level Agreements (SLAs), Documentation, SQL, Python, User Access Management, Functional Testing, System Monitoring, Continuous Improvement

Industry

Banking

Description

Bank of Singapore opens doors to new opportunities. At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today! At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork, and fairness. Most importantly, we invest in our people through our programs that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today! As part of the COO’s Platform and Integration Office within the Business Services team, the Team Lead for Cloud Application Support works with a team of specialists to provide first‑level technical support to the client‑facing front office team. The role also involves supporting various front office and client‑facing applications. Main Responsibilities Lead and mentor a team of SaaS/Cloud Application Support Specialists to deliver day‑to‑day first‑level technical support for SaaS applications and other front‑office or client‑facing systems. Provide guidance and coaching to team members on troubleshooting, issue isolation, escalation paths, and communication best practices. Oversee ticket queue management, ensuring accurate logging, prioritization, and timely resolution of incidents and service requests. Conduct training, briefing sessions, and knowledge‑sharing activities on application features, navigation, and support procedures. Take charge of critical, high‑severity, or time‑sensitive incidents, performing issue triage, driving troubleshooting efforts, and coordinating recovery actions. Support team members in isolating issues and determining when escalation to vendors or internal technical teams is required. Act as the main liaison during major incidents—ensuring clear, timely, and consistent communication across front‑office users, internal IT teams, and vendors. Ensure that outages and timely updates are communicated to affected users until service restoration is confirmed. Monitor incident progress and ensure all issues are resolved within agreed Service Level Agreements (SLAs). Review aging incident tickets and follow up on those not resolved within SLA. Prepare necessary documentation and escalation summaries for management, Risk, and Compliance teams when SLA breaches or recurring incidents occur. Maintain high standards of documentation quality, including troubleshooting steps, known issues, runbooks, and operational procedures. Facilitate communication between Product Owners, front-office users, and vendors on issue resolution and enhancement requests. Oversee user access management activities, including account provisioning, de‑provisioning, role assignment, and maintenance of the permissions matrix. Coordinate and assist the team in the functional testing and deployment of new application updates, patches, and system enhancements. Oversee system monitoring to detect widespread outages or performance issues and ensure proactive reporting to vendors or internal technical teams. Drive continuous improvements across applications, support processes, and internal workflows by implementing new initiatives. Communicate potential improvements to Product Owners and contribute to the evaluation and refinement of application features and workflows. Work Experience & Technical Skills Minimum of 5 years of experience in system engineering and application support in the Banking/Financial institution, with at least 2 years in a supervisory position. Preferred experience of working with vendors & 3rd party service provider for technical customer support in cloud application Familiar with SaaS platforms such as Aladdin, Microsoft cloud, or Amazon web Proficiency in SQL and able to write scripts in Python Leadership ability to manage a team of 4 to 5 support specialist Strong troubleshooting and problem-solving skills for multi-vendor SaaS environments. Able to work independently with minimum supervision, he/she is also detail in work and delivery focused. Ability to work confidently and collaboratively with cross-functional stakeholders of varying seniority. May require working on shifts and on weekend & public holidays Certifications (Preferred): AWS Certified Cloud Practitioner or AWS Solutions Architect – Associate Microsoft Certified: Azure Fundamentals (AZ-900). ITIL Foundation (for incident/change management best practices). Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.

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Responsibilities

The Team Lead will lead and mentor a team providing first-level technical support for SaaS applications and front-office systems, overseeing ticket management and ensuring timely resolution of incidents. This role also involves taking charge of critical incidents, coordinating recovery, maintaining documentation, and facilitating communication between stakeholders regarding issue resolution and enhancements.