Vp, Production Support Level 2 Lead

2 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**:
Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

**Responsibilities**:

- To provide leadership in bringing efficiencies with continuous service improvement plan by usage of proper tools and process.
- Being able to partner with Technology and Business stake holders to derive and drive strategic actions in providing a stable production environment to meet organization goal as a team.
- 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
- Ensures 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
- 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.

**Job Requirements**:

- Minimum 8 to 10 years of experience working in IT industry with 6-8 years of experience in Technology solutions or support service delivery in the banking industry. Domain knowledge in Credit/Debit cards.
- Demonstrate accountability, leadership, independent initiatives and willingness to lead.
- Strong team player with management skills. Flexible and being able to manage time effectively.
- Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with mínimal supervision.
- Experience in leading staff in a Production Support group in a high availability / mission critical environment.
- Ability to technically analyse problems encountered with these systems and employing technical skills to overcome them.
- Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise.
- Solid understanding of ITIL methodology

Essential Technical Skill:

- 5 to 8 years’ experience with Mainframe JCL/COBOL system development. AS400/RPG experience will be added advantage
- Experience writing scripts, database queries, generating capacity and performance reports
- Change Management / Problem Management / Capacity and performance management
- Solid understanding of resiliency and redundancy designs
- Interfaces and Messaging systems

**Be a part of UOB Family**:

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