Manager, L2 Production Support, Group Infrastructure and Platform Services
6 months ago
Manager, L2 Production Support, Group Infrastructure and Platform Services
Posting Date: 31-May-2023 Location:Alexandra (City Area), Singapore, 048624
Company: United Overseas Bank Ltd
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.
Job Responsibilities
Manage day to day issues including daily health checks of applications and processes, working closely with various stakeholders like users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages. Act as the focal point for critical/high impact incident resolution and provide periodic updates for application systems that are in production Responsible for availability, incident, problem and capacity management for the applications in scope Manage and support high-availability 24/7 production systems with an on call support during non-office hours. Ensure end of day batch process is getting completed successfully for multiple applications across country on every day. Generate one time report as per user request/audit request. Perform Disaster Recovery (DR) exercise for multiple applications across all country on every year. 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. And engage 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. Implement continuous process improvement, including but not limited to, policy, procedures, and production monitoring. Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing Ensure to maintain team collaboration with all stakeholders – team members, vendors, business users and clients. Ensure to evaluate alternative risks and solutions before taking action to provide timely resolution.
Job Requirements
Minimum 6 years of experience working in Banking IT industry in ITIL environment with , Java, Oracle technologies , Unix & Control + M. Should have support experience in loan origination application in L2/L3 capacity. Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision. Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment. Solid understanding of ITIL methodology.Essential Technical Skill:
6 years of hands-on experience in UNIX, CTRL+M, Oracle, Java, J2EE, Struts and Spring technology supporting application > 5 years of hands-on experience in Production support L2/L3 > 5 year’s hands-on experience in loan origination application domain and strong domain knowledge in loan origination Experience working with scheduling tools like CTRL-M, Splunk & Remedy is a plus. 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. Experience working in financial services industry supporting mission critical applications is a big plus.-
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