Cloud Application Support Specialist - Team Lead (AVP)

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 work 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 include:

• 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).

Education Requirements

• Bachelor’s degree in computer science, IT, or related field.