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Software Maintenance & Support (M&S)
Role and responsibilities
Incident Response and Triage:
Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
Create a ticket if necessary
Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
Implement fixes and workarounds: data patching, educate end users on workarounds, and configuration adjustments.
Consult dev teams for resolution if required.
Escalate to relevant dev teams if involved in code fixes or system enhancements.
Schedule maintenance support:
Communicate with the external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.
Apps testing after maintenance
Ensure app services are back to normal after maintenance
Perform BAU activities:
Monitor the performance and availability of applications
Monitor successful runs of batch jobs
Account Review: Annual and monthly review for OS, DB, Priviledge user accounts, Outsystem, GCC 2.0 etc)
Role Requirements:
Technical Skills
Troubleshooting and analytical skills
Knowledge of log analysis and debugging techniques
Basic understanding of SQL and database querying
Familiarity with monitoring tools and systems
Understanding of application architecture and infrastructure
Educational/Professional Background
IT-related degree or equivalent experience
At least 2 years of experience in application, software support, and development, with greater emphasis on supporting production issues and troubleshooting
Knowledge of incident management
Soft Skills
Good communication skills (written and verbal)
Strong stakeholder management and problem-solving abilities
Good time management and prioritisation skills
Positive mindset and ability to work under pressure
Customer service orientation
Positive Attitude & Mindset
Proactive approach to problem-solving
Willingness to learn and adapt to new changes
Team player with a collaborative mindset
Takes ownership of issues through to resolution
Open to feedback and continuous improvement
Shows initiative in identifying and suggesting process improvements
Source: MyCareersFuture — Workforce Singapore · Retrieved 2026-11-08 · Not affiliated with or endorsed by Workforce Singapore or MyCareersFuture