Overview

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).

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About Bank of Singapore Limited

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its 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.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.