Application Support Engineer (Payments)

Our client is a Global Bank looking for an experienced Senior L2 Application Support Engineer (FAST Payments) with strong expertise in supporting payment-related applications within a banking environment. The candidate should possess strong domain knowledge of FAST Payments, complemented by experience supporting Accounting and Customer Information File (CIF) systems.

The role requires a balance of technical expertise, stakeholder management, and leadership capabilities. The successful candidate will be responsible for providing application support, coordinating with business users, vendors, and L3 support teams, while ensuring the smooth delivery of BAU support, application enhancements, and project-related activities.

The candidate should also demonstrate the ability to lead and mentor support team members, manage multiple priorities effectively, and contribute to the continuous improvement of application support processes and service quality.

KEY RESPONSIBILITIES

Continuous Improvement :

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

Project Planning & Execution :

1. 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 :

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

Relationships & Communication:

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

KEY REQUIREMENTS

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

Preferred Skills and Experience

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