IT Tech Support

Job Purpose & Summary

The IT Technical Support Engineer is responsible for managing and delivering end-to-end IT support services for the Singapore Branch, ensuring the stability, security, and availability of branch technology operations. The role focuses on supporting critical banking applications, payment systems, end-user computing, servers, networks, infrastructure services, and local technology platforms.

The role requires close collaboration with Head Office IT teams and regional stakeholders to troubleshoot issues, implement solutions, maintain operational resilience, and ensure compliance with organizational standards and Monetary Authority of Singapore (MAS) regulatory requirements.

The incumbent will act as the key IT representative for the Singapore Branch, ensuring effective incident resolution, service continuity, audit readiness, and adherence to IT governance frameworks. The role includes occasional standby support (approximately 2–3 days per month) for urgent after-hours or weekend operational requirements.

Key Responsibilities

IT Infrastructure & Operations Support

• Manage and maintain Singapore Branch production and Disaster Recovery (DR) infrastructure in accordance with Group IT and Corporate Services policies.
• Provide daily IT operational support including:

o Desktop and end-user computing support

o Hardware and software troubleshooting

o Network support

o Server administration

o Local application support

o Peripheral and device management

• Perform Windows Server administration, monitoring, patching, and maintenance
• activities.
• Support locally hosted systems and ensure availability, performance, and security
• compliance.
• Maintain system baselines, security controls, and infrastructure standards.

Banking Systems & Application Support

• Support critical banking applications, payment-related systems, and business technology platforms.
• Provide support for Global Market applications such as Bloomberg and Reuters.
• Coordinate with Head Office IT teams and external vendors for issue resolution and service improvement.
• Support MAS reporting applications and related technology platforms.

IT Service Management & Governance

• Ensure compliance with ITIL-aligned processes including:

o Incident Management

o Request Management

o Change Management

o Problem Management

• Track and maintain IT support requests through approved IT Service Management
• (ITSM) tools.
• Ensure Key Risk Indicators (KRIs), Key Performance Indicators (KPIs), and Service
• Level Agreements (SLAs) are achieved.
• Escalate and coordinate resolution of critical incidents affecting branch operations.

Regulatory Compliance & Audit Support

• Support compliance with MAS technology and operational requirements.
• Assist the Singapore Branch Head of IT in maintaining regulatory compliance and internal IT governance standards.
• Support audit activities, remediation actions, risk assessments, and control reviews.
• Ensure IT policies, procedures, and security standards are implemented effectively.

Business Continuity & Disaster Recovery

• Support Business Continuity Planning (BCP) and Disaster Recovery (DR) exercises.
• Ensure operational resilience and uninterrupted IT services during business disruptions.
• Provide backfill support during employee absences or transition periods.

Stakeholder Management

• Work closely with:

o Singapore Branch IT leadership

o Regional IT teams

o Head Office IT departments

o Business stakeholders

o External vendors and service providers

• Coordinate technology implementations, upgrades, and service rollouts.
• Represent Head Office IT within the Singapore Branch when required.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 2-3 years of hands-on IT infrastructure and support experience within the banking or financial services industry.

• Strong technical knowledge in:

o Windows Server administration

o Desktop and end-user support

o Network troubleshooting

o IT infrastructure operations

o System security controls

o IT service management processes

• Experience supporting banking environments and regulatory requirements.
• Knowledge of MAS technology regulations and banking IT controls is highly desirable.
• Experience with IT audits, remediation activities, and compliance support.
• Exposure to financial market applications such as Bloomberg and Reuters is preferred.