Assistant Lead Analyst - L2 Application Support (C3 & Ops Management)

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Date: 19 Mar 2026

Location: SG

Company: Synapxe

Position Overview

The Assistant Lead Analyst will provide Keep the Lights On (KTLO) support for applications and systems under the C3OM Department.

Role & Responsibilities

Application Support & Incident Management

  • Provide Level 2 application support and collaborate with Level 1 and Level 3 teams to resolve incidents affecting applications, backend systems, and Medical Device and Operational Technology (MDOT) components.
  • Ensure incidents are accurately classified, documented, and resolved within Service Level Agreement (SLA) timelines.
  • Monitor uptime and service availability across all KTLO systems.

Coordination with Technical and Vendor Teams

  • Work with Level 3 teams and external vendors to troubleshoot complex issues, perform deeper analysis, and execute recovery actions.
  • Raise and manage incident-related tickets, including those requiring privileged access to systems to support troubleshooting.
  • Coordinate escalations with institutional OpTech/CIO teams or relevant vendors for MDOT related issues.

Change Management & Release Coordination

  • Support planning and deployment of system fixes, enhancements, and updates, including changes impacting MDOT devices and related hardware.
  • Coordinate and validate User-Acceptance-Test (UAT), regression testing, and pre deployment checks before rollout.
  • Communicate scheduled change windows and anticipated system downtimes to stakeholders
  • Ensure implementation steps follow approved implementation plans, including rollback procedures.

Maintenance Planning & Execution

  • Lead and coordinate system maintenance schedules, patch cycles, and MDOT related update activities.
  • Communicate maintenance windows and expected downtimes to stakeholders.
  • Ensure prerequisites such as MDOT clearance, IP whitelisting, and software configuration updates are completed.

Documentation & Process Management

  • Maintain and update SOPs, KTLO workflows, incident logs, and operational documentation.
  • Ensure documentation accurately reflects system changes and MDOT dependencies.

Vendor & Procurement Support

  • Work with procurement teams and vendors to acquire necessary software, MDOT hardware components, and support services.
  • Track vendor deliverables and ensure compliance with contractual requirements.

After Hours Support

  • Provide after office hours support for urgent or high severity incidents and coordinate service recovery across application and MDOT systems.

Requirements

  • Degree in Computer Science, Computer Engineering, or equivalent.
  • At least 5 years of IT industry experience, including at least 2 years in application support and IT operations.
  • Strong understanding of IT technologies, SDLC, and Agile methodologies.
  • Experience supporting mobile apps and web based systems.
  • Demonstrated ability to work with business users and cross functional support teams.
  • Strong analytical and problem solving skills, with the ability to work independently.
  • Experience in the healthcare industry is an advantage.

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