Vice President of Major Incident Management
1 month ago
Vice President, Major Incident & Problem Management
About United Overseas Bank
United Overseas Bank Limited (UOB) stands as a prominent financial institution in Asia, boasting a vast network of branches and offices across 19 countries and territories. With a legacy of over 80 years, UOB is committed to its core values of Honorable, Enterprising, United, and Committed, ensuring a steadfast focus on integrity, future-oriented growth, teamwork, and sustainable success.
Department Overview
The Group Technology and Operations (GTO) division is responsible for delivering software and system development, IT support services, and banking operations. By centralizing technology components in Singapore, GTO has established a robust global infrastructure that supports regional subsidiaries and branches worldwide, ensuring a secure and adaptable banking environment.
Key Responsibilities
- Oversee technology incidents affecting UOB group operations.
- Collaborate with business and technology units to adhere to Incident and Problem Management protocols, enhancing incident recognition, logging, tracking, and reporting.
- Assume full ownership of Major Incidents, aiming to minimize service restoration time.
- Establish strong command and control during incidents, ensuring clear accountability and thorough evaluation of complex issues.
- Actively participate in incident resolution discussions to facilitate recovery and resolution efforts.
- Ensure timely incident logging, assignment, and resolution, with comprehensive documentation.
- Coordinate and monitor incident progression, identifying trends or deviations from standards.
- Escalate critical and unresolved incidents to appropriate management levels.
- Accurately capture and document incident data in the reporting tool.
- Conduct post-incident activities to enhance service quality and identify trends affecting production services.
- Demonstrate effective communication and management skills in high-pressure situations.
- Manage Problem Resolution: Utilize various problem-solving techniques, ensuring the initiation, tracking, and closure of problem tickets.
- Engage in standard post-mortem processes to prevent recurrence of incidents with known root causes.
- Generate management reports and ensure effective incident reporting using customized tools.
- Collaborate with other Technology & Operations functions to maintain satisfactory audit ratings.
- Capture incident timelines and associated KPIs for reporting purposes.
- Ensure compliance with Group Technology & Operations Policies and Standards.
Qualifications
- Bachelor's degree in Business, Computer Science, or a related field.
- ITIL certification is essential.
- 8-10 years of experience managing complex IT initiatives or operational management experience.
- Excellent written and verbal communication skills, with experience engaging with all management levels.
- Familiarity with application support, end-of-day batch processing, infrastructure, and payment flows is advantageous.
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