Service Automation 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 Position

The IT Service Management Lead will manage and optimize IT service management processes, with a focus on maintaining an accurate and efficient Configuration Management Database (CMDB).  The applicant should have experience in ITSM frameworks (e.g., ITIL), monitoring tools, and automation platforms to ensure seamless service delivery, improve system reliability, and drive operational excellence.

The primary role of candidate would be of a CMDB Administrator responsible for configuring and maintaining all BMC Remedy Atrium CMDB (Configuration Management Database) processes, work instructions and activities. The role is under the prerogative of the Service Automation Department belonging to Technology and Operations Group Infrastructure and platform services group.

The role also requires leading a team of monitoring and automation engineers.

Its primary responsibilities include the following:

·       Automate CMDB updates using existing tools, scripts, integrations.

·       Governance of CMDB as Asset Manager, track and resolve inconsistencies within CMDB through established process.

·       Works closely with requesters, Systems and Service Delivery Teams to establish business requirements for the CMDB.

·       Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.

·       Manage Roles & Permissions related to Asset Management.

·       Create & Monitor Normalization and Reconciliation Jobs to ensure accuracy of data coming from diverse sources.

·       Use Dashboard and Reporting tools to create reports for Business consumption from CMDB.

·       Assist in registering of configuration items (CIs); the appropriate level of attributes, and relationships required to support CMDB Inventory Management process.

·       Monitor CMDB Logs and identify issues with Discovery Sync, normalization and reconciliation jobs.

·       Assist in CMDB related changes in development, promote to UAT, perform UAT and promote to Production.

·       Apply product fixes, hot fixes, patches, and configuration changes to support the business processes.

Qualification and Experience

Must Have

·       Experience in problem solving and conflict resolution.

·       On call support and handling issues as per business priority.

·       Understand CMDB and Common Data Model

·       Excellent management skill to keep track of recurring issues and escalate it to relevant audience on time.

·       Good team player and flexible to support critical activities over the weekend and after regular office hours.

·       Ability to work in fast paced environment and able to deliver results in a timely manner.

·       Adopts an innovative and proactive mindset to work assignments.

·       Possess a positive and willing to learn attitude.

·       Strong interpersonal and communication skills, both written and oral.

Good to Have

·       Knowledge of Problem management to investigate recurring issues and close with permanent fixes

·       Demonstrated through understanding and experience with BMC Helix ITSM, CMDB, ITOM, Application monitoring, automation tools like Control-M.

·       Understanding of Service Blueprints, Service Definitions and Service Modeling.

·       Experience with Helix ITSM Development for Remedy Midtier & Progressive Web App

·       BMC Accreditation /Certification would be preferred.

·       Sound knowledge on Remedy architecture and supporting tools.

·       Knowledge on Defining and Debugging shell scripts on Linux, Unix, Solaris, and windows systems.

·       Manage any Helix ITSM & CMDB improvements projects related to automation and best practice

·       Hands on experience in utilizing Remedy API and REST API to develop automation.

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.