Service Recovery Lead

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 Objectives

• To oversee and manage the production support team which is responsible for maintaining the stability, performance and availability of critical banking systems. 
• Proactive monitoring, incident resolution, and continuous improvement of processes to minimize downtime and enhance user experience. 
• All issues are addressed promptly and effectively, while also coordinating with various stakeholders to implement changes and upgrades without disrupting business operations. 
• By providing leadership and technical expertise, the role aims to uphold the highest standards of service delivery and operational excellence.

Job Responsibilities

1.    Incident Management:

• Monitoring: Continuously monitor banking systems for any issues or anomalies.
• Resolution: Quickly respond to and resolve incidents to minimize downtime and impact on business operations.
• Escalation: Escalate unresolved issues to higher-level support or development teams.

2.    Problem Management:

• Root Cause Analysis: Investigate recurring issues to identify root causes and implement permanent fixes.
• Documentation: Maintain detailed records of problems and solutions for future reference.

3.    Change Management:

• Review: Assess and approve changes to banking systems to ensure they do not disrupt operations.
• mplementation: Coordinate and oversee the implementation of changes.

4.    Service Management:

• SLA Compliance: Ensure that service level agreements (SLAs) are met.
• Reporting: Generate regular reports on system performance and incidents.

5.    Communication:

• Stakeholder Interaction: Communicate effectively with stakeholders, including business users, IT teams, and vendors.
• Status Updates: Provide regular updates on system status and ongoing issues.

6.    Team Leadership:

• Mentoring: Guide and mentor junior support staff.
• Coordination: Coordinate activities within the support team to ensure efficient operation.

7.    Continuous Improvement:

• Process Optimization: Identify opportunities to improve support processes and system performance.
• Training: Conduct training sessions for staff on new systems and procedures.

Job Requirements

•    Degree in computer science/engineering or related disciplines.
•    12 + years of hands on application support , minimum 06 year experience in the banking industry
•    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.
•    Good functional and technical knowledge of different banking domains ( retail, wholesale , investment banking, Global Market etc)

Technical Skills Required:

1.    Banking Systems Knowledge:
•    Core Banking , Private Banking, Global Market Applications: Familiarity with banking systems.
•    Payment Systems: Understanding of payment processing systems such as SWIFT, ACH, and RTGS.
•    Data Warehousing system

2.    Database Management:
•    SQL: Proficiency in SQL for querying and managing databases.
•    Database Administration: Experience with database management systems like Oracle, SQL Server, or MySQL.

3.    Operating Systems:
•    Unix/Linux: Strong knowledge of Unix/Linux operating systems for server management.
•    Windows Server: Experience with Windows Server environments.
•    AS400

4.    Monitoring Tools:
•    Application Performance Monitoring: Familiarity with tools like ITRS Geneos 
•    Infrastructure Monitoring: Experience with tools like Splunk.

Good to have :-
•    Good understanding of ITIL methodology
•    Experience in working with some of these technical platforms or programming languages - Unix, Oracle, Sybase, 
     C++, and Scripting.
•    Cloud Computing: Familiarity with cloud platforms like AWS, Azure, or Google Cloud.

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.

Apply now and make a difference.