MidFull TimeENAsia/Pacific
ABOUT THE ROLE
You will be the first point of contact for IT across RytBank — owning the full ticket lifecycle in Jira Service Management, driving automation improvements, and providing first-level technical support across our technology stack. This role sits within a regulated banking environment and requires a solid grasp of ITSM practices.
RESPONSIBILITIES
• Manage all incoming IT tickets in Jira Service Management — service requests, incidents, changes, and problem records — from triage through to resolution or escalation
• Monitor and enforce SLA compliance across all ticket types; proactively flag tickets at risk of breaching
• Identify repetitive workflows and build, test, and maintain Jira automation rules to streamline routing, notifications, and status transitions
• Provide first-level troubleshooting for common issues across Windows and macOS endpoints, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Entra ID (account lockouts, MFA, SSO), networking and VPN, and the Atlassian suite
• Process onboarding and offboarding IT tasks including account provisioning, access revocation, and device preparation
• Maintain the IT knowledge base in Confluence with accurate troubleshooting guides and process documentation
• Ensure ticket records and change documentation meet BNM RMiT audit and traceability requirements
REQUIREMENTS
• 2+ years in an IT service desk or technical support role
• Hands-on experience with Jira Service Management
• Proficient supporting Microsoft 365 and Entra ID
• Comfortable with both Windows and macOS endpoints
• Familiarity with ITIL concepts (incident, change, problem)
• Experience with Jira automation rules is an advantage
• Confluence documentation experience preferred
• Prior experience in a regulated industry is a plus
