Total 35 job vacancies by Itcan Pte. Limited

Job Description & Requirements

Position Summary

The 1st Level Remote Support role is responsible for providing first-level troubleshooting and technical assistance to users’ queries and incidents received through various support channels in a professional and timely manner.

Key Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email

• Perform first-level troubleshooting on reported incidents and escalate to appropriate resolver groups when required

• Provide timely updates to customers on outstanding issues within agreed service levels

• Maintain ownership of cases and ensure accurate documentation until closure

• Manage customer expectations and escalate unusual trends or high call volumes to the Team Lead

• Classify and prioritize incidents appropriately while tracking resolution progress and follow-up actions

Requirements

• Diploma in IT-related fields

• Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk

• Customer service experience from a non-technical call center environment will not be considered

• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support

Position Overview

Seeking a skilled Kafka Developer (& support specialist) to join for a client engagement. This role combines development and support responsibilities, focusing on maintaining existing Kafka clusters and enhancing applications as business needs evolve.

Key Responsibilities

Kafka Cluster Management & Support

• Monitor, maintain, and optimise existing Kafka clusters to ensure high availability and performance
• Troubleshoot and resolve Kafka-related issues in production and non-production environments
• Perform regular health checks, capacity planning, and performance tuning of Kafka infrastructure
• Implement and maintain Kafka security configurations and access controls
• Support incident management and provide timely resolution for Kafka-related incidents

Development & Enhancement

• Develop and enhance Kafka-based applications using Java
• Design and implement Kafka producers, consumers, and stream processing applications
• Write clean, maintainable, and well-documented code following best practices
• Collaborate with development teams to integrate Kafka solutions into existing applications
• Conduct code reviews and ensure adherence to coding standards
• Implement monitoring and alerting solutions for Kafka applications

Continuous Improvement

• Identify opportunities for automation and process improvements
• Stay updated with latest Kafka features and industry best practices
• Contribute to technical documentation and knowledge sharing
• Participate in capacity planning and infrastructure scaling activities

Technical Skills

• Kafka Expertise: Strong hands-on experience with Apache/ Confluent Kafka, including:
• Kafka cluster setup, configuration, and administration
• Kafka topics, partitions, replication, and consumer groups
• Kafka Connect and Kafka Streams
• Performance tuning and troubleshooting
• Java Development: Proficient in Java programming with:
• Strong understanding of Java fundamentals and object-oriented programming
• Experience with Kafka Java client libraries
• Knowledge of multithreading and concurrent programming
• Familiarity with build tools (Maven/Gradle)
• Additional Technical Knowledge:
• Experience with message serialisation formats (like, JSON)
• Understanding of distributed systems and microservices architecture
• Knowledge of monitoring tools (Prometheus, Grafana, or similar)
• Familiarity with version control systems (Git)
• Experience with CI/CD pipelines is a plus

Professional Experience

• Minimum 3-5 years of hands-on experience with Apache Kafka
• Proven track record in both development and support roles
• Experience in production support and incident management
• Background in maintaining mission-critical systems

Job Description & Requirements

Library/Roaming/Resource

Scope and Skillset

• End-to-End Ticket Lifecycle and monitoring relevant metrics
• Incident Management Workflow, including appropriate escalation
• First Call Resolution and Remote assistance
• Users’ IT accounts and access management (e.g. AD and Email account)
• Password Resets and Account unlock
• Process Change & Service requests

Skillsets

• Good communication skills
• Knowledge on ITSM processes

Job Responsibilities

• Inbound call handling for Accounts servicing, campaigns, products enquiries and helpdesk enquiries;

• Fulfillment follow through on case handling and with customers.

• Ensure group compliance & control standards are observed and met in the execution of customers’ enquiries, transaction requests and maintaining confidentiality of Bank and customers’ information

Job Requirements

• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

• Good analytical skills; passion for working and is good in working with numbers.

• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.

• Passion for working, responsible and with good working attitude.

• Proficient in PC skills including MS Office applications.

• Provide L2 support for banking applications and systems, including troubleshooting and resolving technical issues.
• Monitor system performance, detect anomalies, and ensure uptime and availability of services.
• Handle incident tickets, escalations, and ensure timely resolution of incidents in accordance with SLAs.
• Work closely with L1support to ensure a seamless escalation process for complex issues.
• Collaborate withdevelopment teams to identify and resolve recurring issues or system bugs.
• Perform root cause analysis and provide recommendations for system improvements.
• Document technical issues, solutions, and best practices for future reference.

Library/Roaming/Resource

Scope and Skillset

• End-to-End Ticket Lifecycle and monitoring relevant metrics
• Incident Management Workflow, including appropriate escalation
• First Call Resolution and Remote assistance
• Users’ IT accounts and access management (e.g. AD and Email account)
• Password Resets and Account unlock
• Process Change & Service requests

Skillsets

• Good communication skills
• Knowledge on ITSM processes
• Any other ad-hoc duties assigned

Working hours: 12 hours + Rotational shifts

1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Role: Customer Care Executive

Job Description

- Actively listen to customers to identify their issue and offer suitable solutions to meet to address their concern.

- Resolve at least 90% queries received on the first instance without escalation.

- Ensure accurate data logging into the CRM system in compliance with internal standards.

- Able to identify problems and make recommendation for change or improvements.

- Able to assess issue severity, distinguishing between life-threatening situations, red flags, and normal feedback.

- Build and maintain positive, trusting relationships with customers through open and empathetic communication.

- Stay informed about new and changing policies to ensure the provision of accurate advice to customers, while also engaging in continuous learning to broaden knowledge relevant to the role.

- Participate in cross-training to expand expertise in other domains

- Manage concurrent workstreams efficiently in a fast-paced environment, adapting to the frequent introduction of new policies and requirements.

- Perform any ad-hoc tasks assigned by the supervisor

- Knowledge Competency:

Domain-specific training equips agents with the knowledge required to address customer enquiries accurately and in accordance with approved policies and guidelines. Agents must successfully complete modular assessments during the training phase, achieving the required minimum scores to demonstrate readiness.

- Listening and Comprehension Competency:

Strong emphasis is placed on developing agents’ ability to actively listen, accurately interpret customer needs, and communicate advice clearly and effectively. These competencies are critical to achieving positive customer experiences and reducing repeat contacts.

- Technical and System Competency:

Agents are trained to proficiently use all systems and tools required to support Ministry operations, including case management platforms, CRM systems, and digital service applications and AI assisted Tools.

Job Description & Requirements

Role: Customer Care Executive

Job Description

- Actively listen to customers to identify their issue and offer suitable solutions to meet to address their concern.

- Resolve at least 90% queries received on the first instance without escalation.

- Ensure accurate data logging into the CRM system in compliance with internal standards.

- Able to identify problems and make recommendation for change or improvements.

- Able to assess issue severity, distinguishing between life-threatening situations, red flags, and normal feedback.

- Build and maintain positive, trusting relationships with customers through open and empathetic communication.

- Stay informed about new and changing policies to ensure the provision of accurate advice to customers, while also engaging in continuous learning to broaden knowledge relevant to the role.

- Participate in cross-training to expand expertise in other domains

- Manage concurrent workstreams efficiently in a fast-paced environment, adapting to the frequent introduction of new policies and requirements.

- Perform any ad-hoc tasks assigned by the supervisor

- Knowledge Competency:

Domain-specific training equips agents with the knowledge required to address customer enquiries accurately and in accordance with approved policies and guidelines. Agents must successfully complete modular assessments during the training phase, achieving the required minimum scores to demonstrate readiness.

- Listening and Comprehension Competency:

Strong emphasis is placed on developing agents’ ability to actively listen, accurately interpret customer needs, and communicate advice clearly and effectively. These competencies are critical to achieving positive customer experiences and reducing repeat contacts.

- Technical and System Competency:

Agents are trained to proficiently use all systems and tools required to support Ministry operations, including case management platforms, CRM systems, and digital service applications and AI assisted Tools.

Scope and Skill-set

• End-to-End Ticket Lifecycle and monitoring relevant metrics

• Incident Management Workflow, including appropriate escalation

• First Call Resolution and Remote assistance

• Users’ IT accounts and access management (e.g. AD and Email account)

• Password Resets and Account unlock (including self-service)

• Process Change & Service requests Skill-sets

• Good communication skills

• Knowledge on ITSM processes

Requirement to support:

• Desktops and laptops including monitors, keyboards, mouse,webcams etc.

• Desktop operating systems

• Printers and multi-functional copiers

• Commercially off the shelf applications for office automation such as Microsoft 365

• Customer’s enterprise business applications

• Cybersecurity related software

• Meeting Room equipment for Teams/Zoom meetings

• Mobile devices such as smartphones and tablets

• IP phones

• VPN client for remote access

• Virtual Desktop Infrastructure (VDI) Responsibility

• Setup and configuration services e.g. onboarding EUCDswhich includes support for all IT related applications and services used by theusers or required by the EUCDs.

• Incident handling services e.g. troubleshooting EUCDs whichincludes support for all IT related applications and services used by the usersor required by the EUCDs.

• On-site service counter

• Desk side support

• Premium service support for VIPs

• Account management e.g. Active Directory (AD) /Azure AD(ADD) account, grouping, email/mtg room

• Software distribution services e.g. Software catalogueservices/software distribution with Authorised software management workflow

• Patch management services e.g. Patch and firmware upgradeincluding BIOS for endpoint devices

• Endpoint security protection services

• Network access control support services

• Multi-factor authentication management services including MS Self Service Password Reset (SSPR) management

• Mobile device management (MDM) services

• Microsoft Teams with VOIP support for softphone &handphone

• Desktop Imaging

Job Description & Requirements

Job Description

As a Senior Software Engineer, you will be working on:

• Partner with software engineers and other functions to understand objectives for development delivery efficiency and system resiliency, helping them articulate how specific technical capabilities and best practices will achieve key business outcomes.

• Conduct comprehensive assessments of client's existing technical landscapes, workflows, and processes to identify inefficiencies, pain points, and gaps that hinder their goals.

• Collaborate with client to identify the most relevant practices (e.g., CI/CD, SRE) for using Core Engineering Products in achieving their goals, considering unique needs and industry best practices.

• Develop transition roadmaps that outline a clear path from the current state to the desired future state, including the adoption of recommended tools and processes.

• Explain complex concepts clearly to various client stakeholders, providing actionable recommendations for improving workflows and addressing their challenges, and providing supporting diagrams as needed.

• Support client with proof of concept (POC) initiatives to validate solutions, offering hands-on assistance during early implementation phases to enable smooth transitions to full-scale rollouts.

• Collaborate closely with fellow Software Engineers to exchange insights, share tools and scripts, and foster a collaborative environment that supports continuous improvement and knowledge sharing.

Qualifications

What we are looking for:

• 6+ years in an individual contributor software engineering role.

• Experience with React with TypeScript

• Experience with NodeJS is a plus.

• Experience with one or more of Cloud Service Providers such as AWS, Azure, or GCP is a plus

• Strong track record of successful large-scale partner solution implementations, preferably in complex enterprise environments

• Exceptional communication skills with ability to bridge technical discussions between internal teams and external partners

• Experience working in highly secured and air gap systems is a plus (i.e. banking, government systems and similar)

Job Description

As a Senior Software Engineer, you will be working on:

• Partner with software engineers and other functions to understand objectives for development delivery efficiency and system resiliency, helping them articulate how specific technical capabilities and best practices will achieve key business outcomes.

• Conduct comprehensive assessments of client's existing technical landscapes, workflows, and processes to identify inefficiencies, pain points, and gaps that hinder their goals.

• Collaborate with client to identify the most relevant practices (e.g., CI/CD, SRE) for using Core Engineering Products in achieving their goals, considering unique needs and industry best practices.

• Develop transition roadmaps that outline a clear path from the current state to the desired future state, including the adoption of recommended tools and processes.

• Explain complex concepts clearly to various client stakeholders, providing actionable recommendations for improving workflows and addressing their challenges, and providing supporting diagrams as needed.

• Support client with proof of concept (POC) initiatives to validate solutions, offering hands-on assistance during early implementation phases to enable smooth transitions to full-scale rollouts.

• Collaborate closely with fellow Software Engineers to exchange insights, share tools and scripts, and foster a collaborative environment that supports continuous improvement and knowledge sharing.

Qualifications

What we are looking for:

• 6+ years in an individual contributor software engineering role.

• Experience with NodeJs with TypeScript.

• Experience with one or more of Cloud Service Providers such as AWS, Azure, or GCP.

• Experience building cron jobs and scripts to run batch jobs.

• Experience with streaming data.

• Strong track record of successful large-scale partner solution implementations, preferably in complex enterprise environments

• Exceptional communication skills with ability to bridge technical discussions between internal teams and external partners

• Experience working in highly secured and air gap systems is a plus (i.e. banking, government systems and similar)

Job Description & Requirements

Mandatory Skills Responsibilities

• Provide Level 2 production support for business applications and batch jobs

• Monitor applications, troubleshoot incidents, and ensure SLA compliance

• Support and maintain Java/J2EE applications in Linux/Unix environments

• Develop and maintain Python and Shell scripting for automation and operational support

• Execute SQL queries, analyze logs, and perform issue resolution

• Support application deployments, job scheduling, and system monitoring

• Work closely with development and infrastructure teams for issue resolution

Requirements

• Degree in IT, Computer Science, or related field

• Minimum 2 years of experience in application

• Hands-on experience in Python, Shell scripting, SQL, and Linux/Unix

• Basic knowledge of Java/J2EE applications

• Knowledge of web applications, batch jobs, JBOSS, MariaDB, SQL,

• Knowledge of Job scheduling, MQ setup , C:D setup experience is a plus

• Banking industry exposure is a plus

• Strong problem-solving skills, ownership mindset, and good team