Manager, L2 Production Support

7 days ago

Raffles, Singapore United Overseas Bank Ltd Full time

**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.

**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.

**Responsibilities**:

- Manage and support high-availability 24/7 production systems with an on call option during non-office hours with team member’s rotation on weekly basis. Require to be in onsite depends on issue criticality.
- Correlate events across multiple systems to narrow down potential root causes of problems.
- Own production operational issues by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue
- Ability to direct multiple resources on cross functional teams to troubleshoot and resolve complex systems issues
- Investigate production issues and provide workaround to user to move business forward. And engage analysis to L3/Vendor team for further investigation
- Manage and respond to users on timely manner for reported production issues/clarification
- Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
- Generate one time report as per user request/audit request
- Run problem governance call with business user, Dev and Vendor to prioritize problem tickets and ensure to review before problem ticket get resolved
- Ensure to bring-up all service after system maintenance / OS patching / DB patching activity

**Job Requirements**:

- Experience in ITIL Incident and Problem management process and tools like CTRL-M and Splunk.
- Strong analytical & trouble shooting skills required.
- Experience in Disaster Recovery planning and test execution.
- Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy.

**Be a part of UOB Family**:

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