VP, Application Support Engineer (Digital Enterprise Services), Technology Group

GIC is one of the world’s largest sovereign wealth funds. With over 2,000 employees across 11 locations around the world, we invest in more than 40 countries globally across asset classes and businesses. Working at GIC gives you exposure to an extraordinary network of the world’s industry leaders. As a leading global long-term investor, we Work at the Point of Impact for Singapore’s financial future, and the communities we invest in worldwide.

Enterprise and Data Technology
Enterprise & Data Technology builds and advances the technology that underpins our enterprise and data capabilities. It brings together our core technology and data experts to design and deliver platforms for integration, analytics, and innovation. By combining these strengths into one coordinated group, we create seamless solutions that connect systems, improve data accessibility, and leverage AI at the platform level to enable smarter decision-making. Through modern, scalable, and secure technology, the team empowers the organisation with tools that drive insight, collaboration, and operational excellence.

What impact can you make in this role?
We are looking for potential talents to join our Technology Group as an VP, Application Support Engineer with a focus on Enterprise Service Management (ESM) products and the ServiceNow platform in Digital Enterprise Solutions.

What will you do as a VP, Application Support Engineer?

• Lead the Platform Services pillar for GIC’s enterprise platforms (with ServiceNow as the primary platform today), serving as the support lead for L2 operations.
• Own delivery of L2 application support across the platform: fast triage, troubleshooting, and resolution; ensure clear escalation paths to L3/engineering and vendors to minimize downtime.
• Lead the incident, problem, and change management processes for the platform; drive major incident response and post-incident reviews with measurable actions to prevent recurrence.
• Orchestrate releases and deployments in partnership with Platform Engineering; minimize business disruption and ensure operational readiness.
• Govern environment strategy and hygiene (e.g., instance management, cloning schedules where applicable, and non production data protection/masking) in partnership with engineering teams.
• Establish and mature observability: health dashboards, alerting thresholds, synthetic checks, job/integration monitoring, and performance baselines; ensure high quality runbooks and operational KPIs are defined and used.
• Provide vendor and managed services leadership: assign and track work, enforce SLAs/OLAs, and ensure quality of operational runbooks, defect resolution, and continuous improvement deliverables.
• Oversee data quality and stewardship outcomes for operational and reference data; coordinate reconciliations and migrations with system owners to uphold integrity and consistency.
• Enforce operational security and access governance practices, including credential management, privileged access reviews, segregation of duties, and audit evidence readiness.
• Coordinate enterprise wide change impacts and dependencies across infrastructure, network, security, and adjacent applications; communicate plans, risks, and status to stakeholders and capability owners.
• Serve as the executive escalation point for complex, multi domain support requests; ensure timely, accurate stakeholder communications during high impact incidents and planned changes.
• Promote knowledge management and self service: drive creation and maintenance of support knowledge articles, SOPs, and runbooks; improve deflection and first contact resolution.
• Champion continuous improvement and automation of support processes, including shift left initiatives, self service, and auto remediation opportunities.

What makes you a successful candidate?

• Bachelor’s degree in Computer Science, Information Technology, Business, or equivalent experience.
• 10+ years in application/platform operations with 5+ years leading support or run functions for complex enterprise platforms, including oversight of internal teams and external vendors/managed services.
• Proven ability to rapidly understand new enterprise environments, processes, and operating constraints, and to provide effective oversight for platform stability and change governance.
• Strong command of service operations: incident, problem, and change management; experienced leading major incident response, executive communications, and post incident/root cause reviews.
• Proficiency overseeing release coordination, environment management, and deployment processes; familiarity with CI/CD and automated testing concepts as they relate to release gates and production readiness.
• Competence with observability disciplines (metrics, logs, traces), integration health monitoring, and performance baselining; comfortable working tool agnostically alongside platform and infrastructure teams.
• Strong operational security and compliance acumen, including credential and access governance, segregation of duties, data protection in non production, and audit readiness.
• Excellent communication and stakeholder management skills, with the ability to coordinate across product/capability owners, engineering, infrastructure, and security teams.
• Demonstrated ability to prioritize under pressure, manage multiple concurrent streams of work, and drive issues to closure.
• Strong documentation and governance discipline; capable of establishing standards, SOPs, and runbooks and ensuring adherence.
• Familiarity with enterprise low code/workflow platforms (e.g., ServiceNow) in multi product contexts; ITIL certification or equivalent knowledge; exposure to SRE/operability practices (SLOs, error budgets) is a plus.

Work at the Point of Impact
We need to be forward-looking to attract the right people to help us become the Leading Global Long-term Investor. Join our ambitious, agile, and diverse teams - be empowered to push boundaries and pursue innovative ideas, share your views, and be heard. Be anchored on our PRIME Values: Prudence, Respect, Integrity, Merit and Excellence, which guides us in how we make our day-to-day decisions. We strive to inspire. To make an impact. 

Flexibility at GIC 
At GIC, our offices are vibrant hubs for ideation, professional growth, and interpersonal connection.  At the same time, we believe that flexibility allows us to do our best work and be our best selves.  Thus, our teams come into the office four days per week to harness the benefits of in-person collaboration, but have the flexibility to choose which days they work from home and adjust this arrangement as situational needs arise.

We are an equal opportunity employer
GIC is an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Learn more about our Technology Group here: 
https://gic.careers/group/technology-group/