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Posting Date:  04-May-2021

Wilayah Persekutuan, MY

Company:  United Overseas Bank (Malaysia) Bhd

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

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

Job Responsibilities

The purpose of this role is to drive and manage the IT Helpdesk, Incident Mgmt and Disaster Recovery (DR) activities for the company and in-sourced services from local operating companies/departments, delivering the services within the committed SLAs and guidelines. This role develops strategy, processes and procedures, enforcing it together with company’s governance and compliance requirements. It covers Calls and Email management, 1st Level Support, Incident and Request Mgmt, SLA Reporting, Problem Mgmt and DR coordination.


  • Lead, manage, and supervise IT Helpdesk team in delivering 1st Level support services within SLAs.
  • Manage end to end IT incident of all severity levels, leading and coordinating high severity and business impacting incident to ensure it is rectified within agreed SLAs and without unnecessary escalation.
  • Lead and coordinate DR execution during major incident and drill. Engage and demand full support and commitment from related support groups, business users and UOB Group to ensure smooth DR execution. 
  • Manage the communication of all high severity incident and major events according the communication plan. Develop and maintain the incident communication plan of Technology group.
  • Monitor and enforce the adherence of support procedures by team member and other support units including infrastructure, application and security. Ensure escalation is done in timely manner based on the escalation matrix. Continuously improve the matrix in line with company requirement and changes.
  • Monitor and enforce the operations are in compliance with UOB security policy, risk and business continuity management. To have proper exception in place for items that cannot comply to the specify policy.
  • Coach and develop the team member of the department in ensuring continuous skills and career growth of each individual.
  • Establish and keep good relationship and collaboration with other departments in T&O, other groups in UOBM and importantly with Group Technology, to ensure services are meeting the expectation of all stakeholders.

Job Requirements

  • Minimum 10 years of Experience in IT Helpdesk and Incident Management and minimum 2 years of Experience in Disaster Recovery and Business Continuity Management

  • Minimum Degree in Information Technology (IT) or any related field.

  • Strong knowledge in running and managing IT Helpdesk or Service Desk, Incident Mgmt and Disaster Recovery of sizable organization.

  • Experience in end to end Service Mgmt and its framework. Certified in ITIL and any Problem Mgmt tools.

  • Experience in Disaster Recovery and Business Continuity Mgmt and its framework. 

  • Experience in leading command or crisis centre, collaborating with multiple support groups including parent company/group services.

  • Experience in support banking application and business will be an added advantage.

  • Experience in handling Audit work and dealing directly with Auditors and/or regulators. Possess knowledge in Bank Negara Policy such as RMIT will be an added advantage

  • Sound knowledge in operating ITSM and support tools such as BMC Remedy, Remote Desktop, monitoring etc.

  • Fluently communicating in English and Bahasa Malaysia

  • Excellent in communication skills and good in managing the team, users and suppliers

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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