Manager, Application Support Analyst

3 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**:
Provide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management
- Investigate production issues, respond based on production defect severity SLAs
- Manage and respond to users on timely manner.
- Log incident ticket for production issues and user queries
- Follow up on defect and incident closure and meet incident closure KPI
- Make sure system availability as per respective agreed SLA
- Provide support to System Engineers on server level patches / upgrade as and when applicable
- Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
- Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etc

**Job Requirements**:

- Minimum 5 years of experience working in Banking IT industry support.
- Strong team player. 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.
- Strong & assertive communicator in speaking & writing.
- Good to have experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
- Understanding of ITIL methodology will be an added advantage.

**Essential Technical Skill**:

- Hands-On experience in writing / debugging scripts, code, database queries
- Knowledge of SQL and relational databases - traditional RDMS, such as Oracle
- Strong understanding of Unix, Linux and Windows
- Support experience in IBM products such as Datacap, Business Automation Workflow.
- Support experience in Unified Communication systems like Avaya, Auto Dialer etc.
- Software Engineering & Change Management
- Solid understanding of resiliency and redundancy designs
- Excellent problem solving skills in a distributed, multi technology ecosystem
- Interfaces and Messaging systems

**Be a part of UOB Family**:

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