VP, Team Lead Production Support Level 2, Group Infrastructure
4 weeks ago
VP, Team Lead Production Support Level 2, Group Infrastructure & Platform Services
Posting Date: 08-May-2023 Location:Singapore, Alexandra
Company: 3677
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.
Job Responsibilities
Technical Specialist Lead for the business application portfolio in payment related applications to ensure its service uptime & day-to-day smooth running (availability and reliability) in order to serve the business per agreed service level targets. Lead by example in high pressure situations and timely resolution of any day-to-day application system issues/incidents. Ability to correlate events across multiple systems to proactively surface and resolve deep underlying issues. Manage communication for Incidents (SLA breaches, Application Major Incidents, Infrastructure issue) and responsible for communications within team, manager and department. To provide timely escalation/report to all stakeholders concerning BAU matters, tracks and manage the production issue from opening to closure, including follow-up fixes wherever is applicable. Develop and maintain professional relationships with all relevant business users/operation support centre as well as providing effective and timely support for production issues as well as queries. Communicate complex technical issues to business users in a language they understand. Liaise with various support units such as Application Development and Delivery unit (vendor), Data Security, Infrastructure, Technical Services, and Quality Assurance on system/application setup, environment and deployment. Contribute in effective knowledge management best practices within team and organization. Drive with level 1 support in application knowledge transfer in establishing standard first level recovery process/system health check monitoring/scheduled activities as well as common application user queries. Lead cross functional teams to troubleshoot, resolve complex issues, execute continuous service improvement process improvement plan. Work with project/development/Level 3 team in permanent resolution/change request management – all types including enhancements, bug fixes, etc. To assess operational readiness of new products / applications / flows. Support the upkeep of the supporting documentation related to the application system in-charged, Support system resiliency activities such as DR exercise, BCP and system improvement planning. Coach and be receptive to coaching to uplift the team member’s individual knowledge.
Job Requirements
Must have:
Team lead experience in supporting mission critical systems in banking & financial domain with regional systems is preferred. including Escalation & Stakeholder management. Capable in prompt incident and problem management, provides short term workaround and long term solutions wherever is applicable, in order to maintain system maximum uptime and availability. Strong team player. Flexible and able to coordinate team effectively both in and outside of office hours; willing to take on challenges and provide prompt and effective day and night support. Self-Motivated, and able to manage your work plan with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision Good understanding of the transaction banking function (payment and collections) domain covering. Strong in continual improvement initiatives mind-set for driving efficiencies through automation. Strong understanding of ITIL methodologyEssential Technical Skill:
10 - 12 years of production system support experience in the financial industry is preferred. 8 + years’ experience with Distributed Technologies – Unix/Linux, MQ, WebLogic, Java, Oracle, connect-direct 2 + years on Batch Scheduler (e.g. Control M, Autosys, Cron) 2 + years’ hands on experience in monitoring tools like Splunk, Geneos Strong understanding of web application architectures and protocols i.e. client facing (Web/Mobile) Strong understanding of troubleshooting java application performance issues. Strong automation skills (primarily using Unix Shell scripting or Python) Hands-On experience in writing / debugging scripts, code, and database queries Experience Software Engineering & Change Management methodology and framework Solid understanding of resiliency and redundancy architecture design. Previous Development or System Administration (Linux, Unix, Oracle) experience preferred, but must be currently operating in an L2 or L3 Support role (good to have) Strong automation skills (primarily using Unix Shell scripting and batch scripting) Working experience in Middleware MQ / BMC/ Control-M/Remedy incident Management tools. Strong analytical and storytelling skills by analysing the various data points (incident, problem, change and capacity) using tools like MS excel.Personal Skill:
Ability to foster a proactive team environment focused on technical remediation of Production Environments Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority Excellent communication and interpersonal skills, and able to work well with cross-organizational teams; to communicate and develop long lasting relationships with all levels in a clear, concise manner. Strong problem solving skills while being process orientated. Self-motivating and delivery focused individual. Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues. Highly motivated, results-driven, and able to multi-task.-
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