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VP, IT Service Operations Manager, Group Infrastructure & Platform Services (PROCO)

Posting Date:  20-Jul-2022

SG, Alexandra

Company:  United Overseas Bank Limited

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices.

Our history spans more than 80 years. Over this time, we have been guided by our values — Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.


We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.


Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

The IT Service Operations Manager will be responsible for overseeing 24x7 Command Centre Operations of multi-platform systems across Mainframe, AS400, Unix, Wintel supporting Production and Development environments. He/she will ensure monitoring of systems, ATMs, network equipment and batch workload processing are performed in a timely fashion and escalations to support teams to ensure alerts/exceptions are managed in a prompt manner. He/she will also ensure recovery of IT-related incidents related to software, hardware and applications are well supported by the Operations team. He/she will also support new project initiatives, e.g. Project Constellation, Data Centre migration, Automation of various processes within the domains of Service Operations.

As an IT Service Operations Manager, he/she will have the opportunity to leverage industry best practices and tools to deliver superior customer service and ensure availability and reliability of the Bank’s infrastructure and applications. He/she will learn to drive strategic as well as BAU automation initiatives to constantly upgrade and streamline operational processes in alignment with evolving business needs.

Exceptions Monitoring

  • Ensure prompt monitoring of exceptions by Operations staff in accordance to Standard Operating Procedures
  • Oversee timely escalations happen to support teams to ensure alerts/exceptions are promptly managed.

Incident Management

  • Ensure timely support for recovery of IT-related incidents related to software, hardware and applications and prompt handling of incident tickets including performing escalations to relevant support groups for investigation.
  • Represent Service Operations in Incident & Problem calls, as required and provide related support.

Batch Handling

  • Perform review of the batch tools to support daily data processing and recommend improvements.
  • Review batch flow and exceptions, and ensure the staff perform timely escalation for investigation.
  • Oversee change requests, batch submissions, backup, recovery processes performed by Operations staff.

System Health Checks

  • Ensure prompt system health checks on various bank platforms such as AS400, Mainframe, etc. are performed by Operations.
  • Ensure exceptions are escalated promptly for investigation and recovery

Project Coordination & Reporting

  • Collaborate with partner teams within GIPS as well as with technology for new initiatives, upgrades and strategic rollouts.
  • Publish periodic reports on key initiatives for management awareness and provide updates during management reviews.

Job Requirements

  • Bachelor’s degree in any discipline
  • Minimum of 10 years’ experience in IT industry with exposure to aforementioned duties
  • Excellent organizational, oral, and written communication skills
  • Proven track record of 2-3 years in managing major projects, leading teams and delivering presentations
  • Exposure to operating systems such as AS400, Mainframe, Windows and Unix
  • Batch Scheduling tools – Control-M
  • Microsoft tools – Excel, PowerPoint, Outlook
  • Monitoring Tools – Splunk, ITRS Geneos, BMC Truesight
  • ITIL Certification or good awareness of the Framework
  • Experience in delivering presentations to Senior management
  • Possess strong analytical and problem solving skills
  • Undergone leadership trainings on managing teams
  • Meticulous and passionate about Operations environment
  • Possess strong interpersonal skills and be a great team player willing to be part of a 7x24 shift environment
  • Positive attitude with prior exposure to work effectively in a multi-cultural and multi-generational environment

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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