Team Lead System Analyst (Microsoft Dynamics CRM)

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

• You will be involved in Customer Credit Operations and be responsible for understanding business requirements and translating them to functional specifications and technical design specification.
• You will be expected to partner closely with the Customer Credit Operations leads to plan and manage transitioned deliverables.
• Delivery Management – Responsible for delivering production defect fixes with all required technical artefacts and ensuring complete traceability to defects, original technical requirements and change management
• Stakeholder Management - Handle stake holders on production problems release prioritization, mitigation and delivery plan.
• Defect Analysis - Work with L3 support engineers and testers on defect analysis, review fix approach, come up with delivery plan, mitigation approach for service recovery. Responsible for leading defect triage for critical defects with L3 support team and other relevant tech teams as needed.
• Application Maintenance - Sustain high available critical systems running on Microsoft Dynamics
• Manage and lead the group Level 3 production support for systems under Customer Management domain.
• Communicate to management and functional teams in times of critical incidents to identify deep underlying issue and manage the service protection change delivery to resolve incidents within SLA.
• Manage Vendor in prioritization of issues, continuous service improvement, process improvement, cost management and audit issues. Conduct periodical service review, track SLAs adherence from vendors. Manage workload which is subject to changing priorities and demands.
• Ensure compliance with established delivery framework, regulatory guidelines and procedures in providing Customer Credit Operations Level 3 production support.
• Work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision. 
• Strong team player. Flexible and able to coordinate team effectively both in and outside of office hours; willing to take on challenges and provide prompt and effective day and night support.
• Work across multiple application management areas and support teams to ensure high level of support service.
• Effectively communicate and interact with architecture, infrastructure, development teams and other supporting technology groups across a distributed environment to drive problem resolution and service levels.
• Work closely with 2nd level support and other stake holders to ensure team is meeting the Customer Credit Operations Service management objectives.
• Ensure team delivers on these priorities and communicate progress effectively to senior management and stakeholders.

Job Requirements

• Experienced in software development
• System analyst with knowledge in CRM Platform (MS Dynamics) for more than 6 years of experience
• Experienced in business requirements gathering, reviewing functional specification and technical design document
• Exposure in interacting with multiple teams (functional and technical)
• Experienced in aligning specification from multiple systems and interfaces (middleware, core system and CRM)
• Experience in issues management (prioritization and assignment to the rightful team)
• Have functional Knowledge in one of: customer leads, customer onboarding (eg, siebel / MSD / Salesforce) / Wealth planning
• Experience of in-house production incident/problem management and production support experience
• Experience of interacting with business, vendors and production L1/L2 teams
• Able to review vendor solution/code to address production problem tickets
• Ensure timely closure of problem ticket
• Areas of improvement for production health and stability
• Team leading experience
• Banking knowledge is a plus

Additional Information:

• Server / Database - Microsoft/SQL
• Language - Microsoft Dynamic
• OS - Microsoft

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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