L2 Enterprise Application Support Team Lead (BluePrism), 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. 

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

• Work in the Enterprise domain support team; provide proactive, timely, effective and efficient support to the users in the Enterprise domain space
• Adopt standard Incident Management workflow and processes, i.e. logging incident tickets in a timely manner, following proper Change Management processes, and broadcasting quality issue/impact emails to stakeholders
• Embrace standard Change Control Management practices, procedures and guidelines for application releases and roll-outs
• Participate and collaborate with the Development team in requirements gathering, clarifications, and analyse impact on issues or users’ requirements
• Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved
• Participate in annual DR/BCM activities or infrastructure-related upgrades
• Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution 
• Troubleshoot 2nd level technical support issues by identifying the root cause and working closely with users and various IT teams
• Be the important bridge between Users and Development team and provide regular updates to all relevant parties
• Articulate and escalate the support issues with detailed investigation/ findings to the Development team if it requires any code change
• Manage and follow up on Problem tickets (those issues escalated to Development team) to make sure that they are resolved and that any implemented fixes are rolled out into Production
• Be the main gate keeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes
• Be proactive to identify any potential risk(s) in upcoming Production environment changes, and flag that to the Development team or Users
• Participate in testing to ensure that only quality defect fixes are rolled out into Production environment
• Identify areas of improvement to drive down the support volume
• Perform system monitoring and set up alerts to improve incident resolution times
• Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with the bank standards.
• Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders
• Leading a small team of support engineers for Innohub 2 which will be responsible for overall governance of the team, team management, performance, KPI, escalations and stakeholder management
• Supporting during business hours and 24x7 on-call support

Job Requirements

• Good team player, independent, proactive and self-starter with excellent interpersonal and communication skills
• Strong analytical and good problem-solving skills
• Ability to work in a fast-paced and team-oriented environment
• Able to adapt to a dynamic change environment, provide on-call 24/7 support and have a positive attitude towards learning on the job.

Must have:

• 7-10 years of hands on application L2 support experience in the banking industry
• Hands on support on Robotics Process Automation applications such as Blue Prism, Automation Anywhere or UiPath, Microsoft SharePoint, BMC Remedy, K2 software
• Experience in working with some of these technical platforms or programming languages – MS Windows, Unix, Oracle, Microsoft IIS, MS SQL Server, Java, Control-M and Scripting

Good to have :-

• Experience in supporting any one of the DevOps Tools such as Jenkins, JIRA, Bitbucket, SonarQube, Xray, Crowd, Confluence, etc 
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred
• Understanding of front to back operations, finance, risk and accounting will be added bonus

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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