Job Title: Patching & Change Request Coordinator (L1/L2 Support)
Location: Onsite – Singapore
Shift Timings: Rotating shifts (9am-6pm, 1pm-10pm, 9pm-6am) including occasional overnight shifts for UAT and weekend work as required.
Job Summary:
This hands-on role involves managing and executing patching processes, raising Change Requests (CR), performing User Acceptance Testing (UAT) patching, and supporting production patching according to Standard Operating Procedures (SOPs). The Patching & Change Request Coordinator will play a key role in maintaining system readiness by adhering to established processes in a collaborative patching room environment. This role is ideal for individuals with prior L1/L2 support or service desk experience and is open to professionals re-entering the workforce.
Key Responsibilities:
- Patching and Change Request (CR) Management:Conduct system patching activities in line with SOPs by following step-by-step instructions, including taking snapshots, executing system rebatch, and supporting application testing.
Raise and manage CRs, ensuring proper documentation, submission, and follow-ups as required.
Execute UAT patching and production patching with precision and in coordination with the bank’s technical team.
- Standard Operating Procedure (SOP) Compliance:Follow SOPs closely to ensure patching is completed smoothly by pressing necessary prompts, capturing snapshots, and completing rebatch and other required tasks.
Conduct user follow-ups to verify system integrity post-patching.
- Shift-Based Monitoring and Support:Work in rotating shifts, including occasional night shifts, to ensure 24/7 patching coverage.
Participate in weekend shifts as needed during UAT testing, ensuring seamless operations and handovers.
- Reporting and Coordination (for Lead Role):Download and review patching reports, allocate CRs to engineers with designated quotas (e.g., 20/30/10 each).
Conduct follow-ups every hour and manage UAT checkpoints by 6pm to ensure timely progress.
- Liaison with Technical Team:Coordinate with the bank’s technical team to address any technical issues that may arise during patching.
Support team members with queries related to the patching process or CR management.
Qualifications:
- 1-2 years of experience in L1/L2 support, desktop support, or service desk roles.
- Familiarity with patching processes, CR handling, or similar operational tasks in an IT environment is a plus.
- Strong attention to detail and ability to follow SOPs without deviation.
- Effective communication and coordination skills for follow-ups and user support.
Additional Details:
- Open to candidates re-entering the workforce, especially those with a prior background in desktop support, service desk, or related roles.
- Ability to work shifts, including occasional night shifts, as well as some weekend UAT support.
Key Skills:
- System patching and CR management
- SOP adherence and documentation
- Basic troubleshooting and desktop support
- Clear communication and follow-up skills
