Operations Support Executive (Contract, Central, up to 6.5k) #IRT

We are hiring under Recruit Express headcount and details of this position are:

Job Title: Operations Support Executive

Location: Central

Job Responsibilities:

L2 Application & Platform Support

• Manage and resolve L2 support tickets escalated from L1 support within defined SLAs
• Perform root cause analysis for recurring or complex issues related to web and mobile applications.
• Troubleshoot issues across modules such as bookings, payments, access control, rewards, notifications, and integrations
• Validate fixes before closure and ensure proper documentation of resolutions

Incident & Problem Management

• Support incident triage during production issues and service disruptions
• Work closely with Engineering, Product, and Infrastructure teams to resolve defects and system issues
  Identify recurring problems and recommend preventive measures or process improvements
• Assist in post-incident reviews and reporting.

Operations & Configuration Support

• Perform operational tasks such as configuration changes, data checks, and basic data corrections (where authorised)
• Support onboarding of new properties, features, or modules from an operational readiness perspective
• Ensure system configurations align with approved business rules and SOPs

Vendor & Stakeholder Coordination

• Liaise with external vendors (e.g. payment gateway, access control) to investigate and resolve issues
• Coordinate with internal stakeholders such as Asset Management, Property Development and Customer Service teams
• Provide clear updates to stakeholders on issue status and resolution timelines

Documentation & Continuous Improvement

• Maintain up-to-date support documentation, SOPs, and knowledge base articles
• Contribute to improving L1 troubleshooting guides and handover materials
• Track common issues and propose enhancements to improve system reliability and operational efficiency

Requirements

• Experience in L2 Application Support, Operations Support, or IT Support
• Experience supporting web and mobile applications in a production environment
• Familiarity with ticketing systems (e.g. Jira Service Management, Freshdesk)
• Basic understanding of APIs, databases, and system integrations (no coding required, but troubleshooting mindset essential)
• Strong problem-solving, analytical, and communication skills
• Experience in PropTech platforms
• Exposure to incident management, SLA tracking, and operational reporting
• Ability to read logs, understand error messages, and work with technical teams effectively
• May require occasional after-hours support during major incidents or releases.

Soft Skills & Attributes

• Detail-oriented with a strong sense of ownership and accountability
• Calm and structured under pressure during incidents
• Able to communicate technical issues clearly to non-technical stakeholders
• Team player with a continuous improvement mindset

Interested applicants please send your resume to [email protected] and look for:

Rita Shi Tianhe

Outsourcing Team

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.