Back to jobsLead the Platform Services pillar for GIC’s enterprise platforms (with ServiceNow as the primary platform today), serving as the support lead for L2 operations.
Own delivery of L2 application support across the platform: fast triage, troubleshooting, and resolution; ensure clear escalation paths to L3/engineering and vendors to minimize downtime.
Lead the incident, problem, and change management processes for the platform; drive major incident response and post-incident reviews with measurable actions to prevent recurrence.
Orchestrate releases and deployments in partnership with Platform Engineering; minimize business disruption and ensure operational readiness.
Govern environment strategy and hygiene (e.g., instance management, cloning schedules where applicable, and non production data protection/masking) in partnership with engineering teams.
Establish and mature observability: health dashboards, alerting thresholds, synthetic checks, job/integration monitoring, and performance baselines; ensure high quality runbooks and operational KPIs are defined and used.
Provide vendor and managed services leadership: assign and track work, enforce SLAs/OLAs, and ensure quality of operational runbooks, defect resolution, and continuous improvement deliverables.
Oversee data quality and stewardship outcomes for operational and reference data; coordinate reconciliations and migrations with system owners to uphold integrity and consistency.
Enforce operational security and access governance practices, including credential management, privileged access reviews, segregation of duties, and audit evidence readiness.
Coordinate enterprise wide change impacts and dependencies across infrastructure, network, security, and adjacent applications; communicate plans, risks, and status to stakeholders and capability owners.
Serve as the executive escalation point for complex, multi domain support requests; ensure timely, accurate stakeholder communications during high impact incidents and planned changes.
Promote knowledge management and self service: drive creation and maintenance of support knowledge articles, SOPs, and runbooks; improve deflection and first contact resolution.
Champion continuous improvement and automation of support processes, including shift left initiatives, self service, and auto remediation opportunities.
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VP, Application Support Engineer (Digital Enterprise Services), Technology Group
Singapore, SGPosted Today