KeyResponsibilities
Provide Technical Support:
Deliver day‑to‑day technical assistance for the PAY master payroll management system. This includes handling installation issues, configuration support, troubleshooting application errors, and resolving user‑reported problems.
Client & User Support:
Provide direct assistance to onsite and remote users, helping them understand system functionality, resolve queries, and navigate any usability issues. Assist clients in statutory reporting and ensure system configurations align with internal company policies.
Continuous System Maintenance:
Apply patches, perform database updates, conduct system checks, and ensure smooth system performance across all supported modules.
Vendor Coordination (L3 Support):
Act as the primary liaison with the PAY master vendor for Level‑3 technical support. This includes raising vendor tickets, coordinating investigation of complex system issues, validating fixes, testing patches, and ensuring smooth implementation of vendor‑delivered enhancements or regulatory updates. Provide timely updates to stakeholders and ensure issues are resolved within agreed timelines.
Key performance indicators :
· Delivery Timeliness: Completes development tasks, enhancements, and fixes within agreed sprint timelines and client expectations.
· System Stability: Ensures timely resolution of incidents; minimal recurring issues.
· Client Satisfaction: Positive feedback from Temasek stakeholders for responsiveness, communication, and solution quality.
· Compliance & Security: Meets audit and security review requirements with no major non‑compliance findings.
· Vendor Coordination Effectiveness
Turnaround time for L3 vendor tickets raised and closed.
Quality of root‑cause analysis (RCA) and validations with vendor.
Successful and smooth deployment of vendor releases and patches.
Collaboration & Stakeholder Engagement
Effective coordination with onsite/offshore teams to resolve issues.
Smooth planning and execution of release cycles and enhancements.
Proactive communication to stakeholders on issues, risks, and scheduled updates.
Educational Qualification:
Bachelor’s degree in Computer Science, InformationTechnology, Software Engineering, or a related field.
