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Senior Production Support Lead

2 months ago

Singapur, Singapore United Overseas Bank Full time

Job Summary

As a Senior Production Support Lead at United Overseas Bank, you will be responsible for leading a team of Level 2 Application Support Analysts and managing people. You will also lead cross-functional teams to troubleshoot and resolve complex incidents and deep underlying issues.

Key Responsibilities

  • Team Lead of Level 2 Application Support Analysts with people management responsibility.
  • Lead cross-functional teams to troubleshoot and resolve, communicate complex incidents and deep underlying issues.
  • Performance analysis and fine-tuning of real-time and batch systems.
  • Assess operational readiness of new products/applications/flows. Drive non-functional requirements.
  • Manage production defect changes and work closely with Development teams to provide strong governance for control for the applications in scope.
  • Manage Vendor for prioritization of issues, continuous service improvement, process improvement, cost management, and audit issues. Conduct Monthly service review track SLAs adherence from vendors.
  • Ensure essential process/procedures are followed and contribute to defining standards. Drive the change in culture to ensure Production Support best practices is implemented while ensuring partnerships with developers and business partners are strengthened.
  • Execute continuous service improvement plan, process improvement, and automation.
  • Act as a facilitator and coordinate between various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages.
  • Work across multiple application management areas and support teams to ensure high-level support service.
  • Effectively communicate and interact with infrastructure and supporting technology groups across a distributed environment to drive problem resolution and service levels.
  • Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business' requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
  • Follow through to ensure incidents and problems are resolved according to SLA.