Core & Cards Support Team Lead, GIPS

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.

UOB Innovation Hub 2 (InnoHub 2) is a newly set up technology centre located in Kuala Lumpur as part of UOB Group Technology and Operations to deliver innovative financial technology solutions that enable business growth and technology transformation. 

Key Responsibilities

•     Provide application support to various business users.  Attend to business queries and business requests promptly. Follow through the business requests to a proper closure

•     Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool

•     Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented

•     Ensure all incidents and problems are proactively managed – Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management

•     Collaborate with the development team in identifying resolutions and transitioning of releases into production environment

•     Adopt standard Incident and Problem Management workflow and processes, i.e timely ticket, defect and incidents loggings including proper change management processes and quality issue/impacts emails

•     Participate in DR/BCM activities or infrastructure related upgrade

•     Responsible of capacity management.  To monitor & analyse current performance and capacity data and forecast the capacity required by the applications ahead

•     Aside from day-to-day support duties, there will be requirements to undertake other responsibilities  such as management reporting & other centrally driven project initiatives as needed

Key Requirements

• Bachelor’s degree of Computer Science or Engineering
• Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry
• Sound Understanding of ITIL, SDLC
• Good and assertive communicator in speaking & writing
• Good analytic and problem-solving skills
• Able to work in a fast-paced, team-oriented environment and weekends or off business hours
• Experience in L2 or L3 production support
• Business knowledge background of either Core Banking or Cards
• Technology knowledge background of either Open System or AS400
• Willing to work on Shifts

Good to Have:

• Knowledge on enterprise tools, i.e. MQ, Connect Direct, Control M etc
• Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc