760 Support Lead jobs in Singapore

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Are you a Leader who likes to engage CxOs during crisis situations? Do you have mastery in leading during ambiguous situations? Can you influence beyond boundaries to drive complex Customer outcomes? Does Executive communications come naturally to you.

As the Area Support Leader (ASL) you are responsible for Area crisis response, acting on behalf of Microsoft Executives in crisis events, key customer escalation management, and ensuring customer confidence in Microsoft support and crisis response. You will liaise and triage between the customers and Senior Leaders across organizations within Microsoft, serving as the Area's trusted advisor and partner, consulting with relevant teams and customers to drive systemic improvement in customer health and resiliency.

The ASL role is designed to strengthen resiliency for customers and the Area overall. As such, the ASL role requires technical ability, understanding of operational health, and the ability to manage relationships effectively when there is ambiguity, uncertainty, and pressure. The ASL should be able to converse with technical leaders in engineering and the CSA community in the CSU and be able to review components during and post customer events to avoid repeat. The ASL should exhibit executive maturity, executive presence (confidence, communications, control), impact and influence, and leadership in ambiguity.

This role is flexible in that you can work up to 100% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities
Crisis Management:

Crisis Response: The ASL is responsible for coordinating crisis response during high impact service incidents. They are the Incident Commander within their Area Crisis Coordination Group (CCG), triaging and coordinating between stakeholders, reducing confusion, and instilling confidence during and after a crisis.

Crisis Readiness: The ASL role requires a deep understanding of Microsoft Crisis Response processes and resources, as well as completion of Crisis Response and Field Drills training content. The ASL will need to execute on various tasks throughout the crisis lifecycle, including readiness, response, and recovery

Consulting and Advising: In preparation for any future crisis, the ASL also serves as the Area's trusted advisor and partner, consulting with relevant v-teams, and customers to drive systemic improvement in customer health and resiliency

Operational Health Improvement: The ASL is responsible for driving operational health improvement plans for selected customers and owning actions to prevent recurrence.

Key Customer Escalation Management
The ASL is responsible for managing Area executive escalations and restoring confidence with key customers. They participate in Root Cause Analysis (RCA) and Post Incident Reviews (PIR) for escalated events to fully understand the cause and the strategy to prevent recurrence and improve customer health and readiness. They may also preside over confidence engagements as the delegate for Microsoft executives, talking to the customer about why an issue occurred and how to prevent it from recurring.

The ASL also provides consultative support for select customers in the same way that CE&S leadership does through their account sponsorship, including driving systemic improvement in services health for key customers in their Area. They work with the customer's account teams to ensure the customer's architecture is as resilient as possible to minimize business impact.

Systemic Issue Management
The ASL is responsible for managing systemic issues that are creating dissatisfaction for customers. They work to ensure that systemic issues are captured, reported, and communicated. The ASL is uniquely positioned to observe the impact of systemic issues on key customers and to ensure that feedback is directed to the appropriate resources for management.

The ASL will consult with relevant v-teams and customers to identify opportunities for process improvement and incorporate automation where necessary to increase efficiency and effectiveness of processes. They also oversee end-to-end governance across business functions and maintain documentation for flow, controls, underlying systems, and requirements as needed

How
Leadership in ambiguity: The ASL should be able to demonstrate leadership in ambiguous situations, with the ability to make decisions and approach challenging situations with a clear strategy. They should be able to problem-solve and collaborate with colleagues and be able to adapt to changing circumstances.

Executive presence: The ASL should have a strong executive presence, with confidence, effective communication skills, and the ability to maintain control in challenging situations. They should be able to make a good impression and communicate confidence, while also seeking feedback and demonstrating strategic thinking.

Relationship management: The ASL should have strong relationship management skills, with the ability to manage relationships effectively when there is ambiguity, uncertainty, and pressure. They should be able to build trust with stakeholders and pivot reactive support conversations into strategic conversations.

Impact and influence: The ASL should be able to create influence strategies that cut across organizational boundaries to achieve broad business outcomes. They should be able to secure strategic alliances or partnerships to gain widespread support and enlist commitment by involving others early and often.

Executive maturity: The ASL should exhibit executive maturity, with the ability to manage themselves and their relationships effectively when there is ambiguity, uncertainty, and pressure. They should be able to provide a "voice of reason" in chaotic situations or offer much-needed perspective in situations that are difficult or contentious, while remaining open to learning from others.

Technical ability: The ASL should have a strong technical background and be able to understand and communicate technical concepts effectively. They should be able to converse with technical leaders in engineering and the CSA community in the CSU and be able to review components during and post-crisis scenarios to avoid repeat.

Understanding of operational health: The ASL should have a deep understanding of operational health, both internally in the Microsoft ATU, and at the customer level. This will be key to unpicking crisis scenarios and driving systemic improvement in customer health and resiliency.

Qualifications
Required Qualifications:

• 11+ years technology industry, customer service, or related experience
• OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
• OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service or related experience
• OR equivalent experience

Preferred Qualifications
Cloud Technology Certification (minimum of Azure Fundamentals. M365 Fundamentals).

• 16+ years technology industry, customer service, or related experience
• OR Bachelor's Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience
• OR Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience
• OR equivalent experience

Project or program management experience.

Experience working with Microsoft products and services.

Recommended higher certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.

Reactive Support Experience Preferred
Knowledge and understanding of Microsoft Unified Deal Construction preferred

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

• Act as the primary owner and single point of contact for all Level 3 (L3) support issues.
• Record, track, and manage support incidents and vendor tickets through resolution.
• Maintain and manage the offshore support roster, including shift planning and assignments.
• Ensure adequate coverage during holidays, weekends (when applicable), and critical business periods.
• Liaise with product vendors for escalations, defect reporting, patch management, and related matters.
• Collaborate with onshore development teams to resolve bugs, configuration issues, and data corrections.
• Lead root-cause analysis sessions and drive the closure of preventive and corrective actions.
• Deliver timely and accurate updates during high-severity incidents.
• Work with system owners to assess technical impact and establish recovery timelines.
• Review code for hotfixes, updates, and technical implementations to ensure quality and compliance.
• Validate change documentation, including impact analyses, release procedures, and test evidence.
• Prepare change requests, risk assessments, and rollback strategies.
• Represent changes (bug fixes, hotfixes, configuration updates) at Change Advisory Board (CAB) meetings.
• Coordinate production deployment schedules and communications across multiple teams.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• At least 8 years of application support experience, with 2–5 years in a senior or leadership-level L3 support role—preferably within the banking or financial sector.
• Professional certifications such as PMP, PRINCE2, or ITIL are highly advantageous.
• Solid knowledge of incident management, problem resolution, and production support processes.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in Java development and SQL is required.
• Experience deploying and maintaining Java cloud-native applications in cloud environments is a plus.
• Familiarity with the Newgen BPM system is advantageous.
• Experience with container platforms such as Kubernetes or OpenShift is a plus.
• Understanding of key enterprise infrastructure concepts, including Load Balancers, Firewalls, API Gateways, High Availability, and Monitoring/Logging.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R

This is in partnership with the Employment and Employability Institute Pte Ltd ("e2i").

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltd's PDPA and e2i's PDPA .

The Administrative Support Lead plays a pivotal role in supporting senior managers and colleagues in various aspects of the business.

• Liaises between management and staff to ensure seamless communication and collaboration.
• Hires, trains, and develops employees' skills and knowledge to meet organizational needs.
• Develops training materials and conducts sessions to enhance employee performance and productivity.
• Maintains up-to-date knowledge of company goals and objectives, ensuring alignment with strategic plans.
• Monitors job performance metrics, providing constructive feedback and guidance for improvement.
• Provides technical assistance and support to staff members, addressing their queries and concerns.
• Reports productivity concerns to management, suggesting solutions to enhance efficiency and effectiveness.
• Prepares job descriptions and work schedules, ensuring clarity and transparency in roles and responsibilities.

To excel as an Administrative Support Lead, you should possess:

• 2-5 years of experience in a similar role, preferably in a fast-paced environment.
• Ability to create hiring profiles and appoint suitable staff, demonstrating strong recruitment and selection skills.
• Extensive experience in compiling training materials and facilitating training, showcasing expertise in adult learning and development.
• Strong ability to enhance business knowledge among employees, promoting a culture of continuous learning and improvement.
• Excellent interpersonal and communication skills, enabling effective liaison between management and staff.
• Exceptional ability to motivate employees and foster teamwork, driving a positive and productive work environment.
• Proficiency in monitoring and reporting job performance metrics, using data-driven insights to inform decision-making.
• Advanced knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.

Key Responsibilities:

• Supporting senior managers in various business aspects.
• Leading administrative tasks and projects.
• Training and developing employees.
• Maintaining business knowledge and awareness.

• Oversee the daily operations of the IT support team, ensuring timely and effective resolution of user issues and service requests.
• Manage end-to-end IT service delivery, ensuring adherence to SLAs, KPIs, and quality standards.
• Act as the primary escalation point for technical issues and service disruptions.
• Coordinate and allocate tasks among support engineers to ensure balanced workload and optimal productivity.
• Monitor service performance and generate regular reports on incident trends, response times, and service improvements.
• Maintain ITIL-based service management processes (incident, problem, and change management).
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction
• Maintain the IT service catalog and ensure all support documentation, SOPs, and knowledge base articles are up to date.
• Support planning and execution of system upgrades, maintenance, and deployment projects.
• Report to IT management on service performance, improvement plans, and user feedback.

Key Responsibilities

Operational Management

• Oversee all day-to-day RUN activities in line with bank's processes.
• Ensure SLA compliance for changes, incidents, and service requests.
• Guarantee appropriate responses to incidents based on severity and escalation protocols.
• Enforce full adherence to ITIL practices for change, incident, and problem management.

Escalation Handling

• Manage escalations from Level 3 Production Engineers across incidents, requests, and changes.
• Escalate critical matters to management when necessary.
• Confirm knowledge sharing within the team and conduct field sessions.
• Coordinate effectively with Application Support, Infrastructure, Network, and Build teams.
• Prepare and lead Post-Service Sessions (PSS) following major incidents or identified improvements.

Service Improvement & Innovation

• Drive continuous enhancement of services delivered by Level 2 and Level 3 Production Engineers.
• Champion a culture of improvement and act as a role model for innovation.
• Allocate dedicated time for the team to pursue ongoing improvements.
• Promote automation and innovative approaches to optimize delivery.

Knowledge Management

• Train Production Engineers on activities transferred to the business line and ensure smooth handovers.
• Engage external or third-party teams to deliver training, documentation, and sharing sessions to the team.
• Maintain and regularly update the Knowledge Database.

Leadership in Complex Operations

• Lead the preparation and execution of critical activities such as DRP tests, work-in-progress tasks, and major incidents.
• Serve as the global coordinator during DRP, WIP, and other significant events.
• Review major release roadmaps with the team to ensure readiness.
• Ensure post-implementation checks are completed, documented, and reported.

Delegated Responsibilities from the Service Manager

• Monitor and control the quality of RUN activities for all applications within the business line.
• Track recurring incidents and ensure SLA compliance.
• Produce high-quality reports and documentation.
• Serve as a role model for continuous improvement and proactive service enhancement.
• Recommend initiatives to improve Level 2 Production Engineers' efficiency and upskilling.
• Align with priorities and objectives set by the Service Manager and provide regular feedback.

Requirements

• 4–6 years of hands-on experience in Infrastructure or Application Support.
• Solid understanding of IT ecosystems and operations within Capital Markets and Corporate Banking, including front-to-back application flows.
• Familiarity with cross-functional technologies such as SAN, Unix, Windows, Networks, DBA, job schedulers, MQ, and Control-M.
• Ability to quickly assess technological or application impacts and interdependencies.

Working Hours & Shift Pattern

• Shifted hours (approximately 2 pm – 11 pm Singapore time)
• Expected to coordinate major events (e.g., DRP tests) on site during occasional weekends.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R

This is in partnership with the Employment and Employability Institute Pte Ltd ("e2i").

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltd's PDPA and e2i's PDPA .

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support Lead in Corporate Data & Analytics Service, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.
Job responsibilities
Lead tech support teams to deliver end-to-end application and infrastructure services for business operations.
Assess issue impact, determine priority, and seek rapid solutions or workarounds for every incident.
Investigate raised issues by researching similar incidents, learning data models, and checking logs.
Troubleshoot application problems using technology skills and collaborate with partner teams for resolution.
Leverage analytics and reporting tools to identify issue trends and propose solutions.
Document inquiries, troubleshooting steps, and resolutions to share knowledge with the team.
Own issues fully, escalate to support and SRE teams when necessary, and ensure resolution.
Update users on issue impact and remediation progress, and follow up with development teams for defects.
Organize meetings with users to understand challenges in using technology services.
Provide feedback and reports to tech teams and product owners, helping prioritize fixes and liaising with end-users.
Required qualifications, capabilities, and skills
Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
Minimum 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
Manage applications or infrastructure in large-scale environments, both on premises and public cloud.
Lead tech support teams with proven experience in team management.
Utilize observability and monitoring tools and techniques proficiently.
Execute ITIL framework processes effectively within technology operations.
Focus on customer needs with a proactive, service-oriented mindset.
Demonstrate discipline, process orientation, and strong attention to detail.
Exhibit outstanding ownership, dedication, and accountability in all responsibilities.
Apply analytical, validation, and data reporting skills to solve problems.
Leverage knowledge of banking products, programming languages, ticketing systems, and change management practices.
#J-18808-Ljbffr

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support Lead in Corporate Data & Analytics Service, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.
Job Responsibilities
Lead tech support teams to deliver end-to-end application and infrastructure services for business operations.
Assess issue impact, determine priority, and seek rapid solutions or workarounds for every incident.
Investigate raised issues by researching similar incidents, learning data models, and checking logs.
Troubleshoot application problems using technology skills and collaborate with partner teams for resolution.
Leverage analytics and reporting tools to identify issue trends and propose solutions.
Document inquiries, troubleshooting steps, and resolutions to share knowledge with the team.
Own issues fully, escalate to support and SRE teams when necessary, and ensure resolution.
Update users on issue impact and remediation progress, and follow up with development teams for defects.
Organize meetings with users to understand challenges in using technology services.
Provide feedback and reports to tech teams and product owners, helping prioritize fixes and liaising with end-users.
Required Qualifications, Capabilities, and Skills
Bachelor's Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
Minimum 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
Manage applications or infrastructure in large-scale environments, both on premises and public cloud.
Lead tech support teams with proven experience in team management.
Utilize observability and monitoring tools and techniques proficiently.
Execute ITIL framework processes effectively within technology operations.
Focus on customer needs with a proactive, service-oriented mindset.
Demonstrate discipline, process orientation, and strong attention to detail.
Exhibit outstanding ownership, dedication, and accountability in all responsibilities.
Apply analytical, validation, and data reporting skills to solve problems.
Leverage knowledge of banking products, programming languages, ticketing systems, and change management practices.
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
#J-18808-Ljbffr

• Oversee the daily operations of the IT support team, ensuring timely and effective resolution of user issues and service requests.
• Manage end-to-end IT service delivery, ensuring adherence to SLAs, KPIs, and quality standards.
• Act as the primary escalation point for technical issues and service disruptions.
• Coordinate and allocate tasks among support engineers to ensure balanced workload and optimal productivity.
• Monitor service performance and generate regular reports on incident trends, response times, and service improvements.
• Maintain ITIL-based service management processes (incident, problem, and change management).
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction
• Maintain the IT service catalog and ensure all support documentation, SOPs, and knowledge base articles are up to date.
• Support planning and execution of system upgrades, maintenance, and deployment projects.
• Report to IT management on service performance, improvement plans, and user feedback.

Responsibility

• Lead and manage L1 and L2 Production Support Model for Front Office applications and platforms.
• Production Monitoring: Be accountable for the production environment's health and performance using monitoring tools and dashboards.
• Incident Management: Respond to and manage production incidents and ensure minimal impact on business operations. Document incidents and follow up on resolutions.
• Change Management: Review and execute system upgrades and deployments and ensure minimal risk and disruption to production services.
• User Support: Provide support to end-users and stakeholders, address queries and issues related to production services.
• Issue Investigation: Investigate production issues and engage relevant teams (e.g. infrastructure, data engineering, application teams) for mitigation and strategic solutions.
• System Resiliency Management: Drive system failover and disaster recovery processes.
• Documentation: Maintain comprehensive documentation of application run books, incident resolutions, and system configurations.
• Continuous Improvement: Identify opportunities for process improvements and automation to enhance the efficiency and reliability of application support.

Skill

• Bachelors degree in computer science, Information Technology, or equivalent experience
• 7+ years of experience in an application support, system administration or related role
• Hands on technical skills in the following areas
• Experience with monitoring tools (e.g., Datadog, Splunk).
• Familiarity with cloud infrastructure (e.g., AWS, Kubernetes)
• Familiarity with database management systems (e.g., MSSQL, PostgreSQL, Oracle).
• Knowledge of operating systems (e.g., Linux, Windows).
• Stellar problem-solving and analytical skills.
• Strong attention to detail and multitasking prowess.
• Excellent communication and interpersonal skills.
• A team-oriented mindset with a dash of independence.
• Strong experience in at least one of the following domains is preferred.
• Trading workflow including OMS (e.g., BlackRock Aladdin) and EMS
• Data analytics and TCA report
• Business Intelligence tools (e.g., Power BI, Tableau)