Assistant VP, L2 Production Support, Group Infrastructure & Platform Services

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

- Incident Management: Manage production application incidents from initial assessment through service restoration and closure, following defined processes, service targets and quality standards. Coordinate investigation and recovery with the relevant support teams.
- Ticket and Service Request Management: Receive, analyse and prioritise application support tickets and service requests. Assign them to the appropriate teams, maintain accurate records and follow up through resolution and closure.
- Issue Resolution:  Diagnose and resolve production application issues through analysis of application logs, database queries, scripts and integration flows. Coordinate with development, infrastructure and vendor teams where resolution depends on components outside the application's support scope.
- Root Cause Analysis: Investigate recurring application problems, document findings and coordinate corrective and preventive actions with development teams, vendors and other support teams to minimise recurrence.
- Communication: Provide timely stakeholder updates on application incidents, outages, business impact, recovery progress and next actions during production hours and assigned on-call coverage.
- Collaboration: Work closely with development teams, infrastructure teams, vendors and external partners across the application support lifecycle. Follow up on fixes and coordinate support activities to improve application stability and performance.
- Continuous Improvement:  Identify and implement improvements to application support processes to increase operational efficiency and customer satisfaction.
- Reporting:  Prepare regular reports on incident trends, ticket resolution times and key support metrics to inform decisions and identify improvement opportunities.
- Team Support:  Help train new team members, share application support knowledge and provide guidance to junior colleagues as required.
- On-Call Support: Participate in the after-hours on-call rotation to investigate application incidents and coordinate service recovery outside standard business hours.
- Application Change Review: Review changes to applications running on container platforms such as OpenShift, focusing on application support requirements and production stability rather than platform administration.
- Disaster Recovery Support: Apply knowledge of disaster recovery exercise processes to support application-level recovery activities in coordination with the relevant teams.

Job Requirement

- Bachelor’s degree in computer science or related field.
- At least six years of relevant application production support experience, including a minimum of four years in banking IT support.

Essential Support Capabilities:

- Banking Domain Experience: Hands-on production support experience with internet banking and mobile banking applications.
- Support Coordination: Ability to work flexibly with cross-functional teams and manage time effectively to meet support commitments.
- Operational Delivery: Ability to prioritise urgent issues, manage competing deadlines and complete tasks with minimal supervision.
- Production Support : Experience providing L2/L3 application support in a high-availability, mission-critical production environment.
- Service Management: Solid understanding of ITIL methodology and its application to incident, problem and service request management .

Essential Technical Skills:

- Distributed Application Support: Hands-on experience troubleshooting applications that use AIX, IBM MQ, Java, relational database management systems and Connect:Direct, including application and integration issues.
- Mobile Application Support: Hands-on experience supporting native iOS and Android applications in production environments.
- Containerised Application Support: Hands-on experience supporting applications deployed on OpenShift, including troubleshooting containerised applications and understanding microservice design patterns. OpenShift platform setup and administration are outside this role's scope.
- Application Monitoring: Hands-on experience using monitoring tools such as Splunk and ITSR to monitor application health and investigate production issues.
- Support Tools and Documentation: Experience creating, updating and closing support tickets and tracking issues to resolution using Remedy and JIRA, with Confluence used to maintain investigation notes and support documentation.
- Scripting and Database Diagnostics: Hands-on experience writing and debugging scripts and database queries to investigate application issues and support production troubleshooting.

Personal Skills:

- Collaborative approach to working with colleagues and cross-functional support teams.
- Ability to learn new skills quickly with minimal supervision while maintaining strong attention to detail.
- Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to stakeholders at all levels.
- Strong analytical and problem-solving skills, supported by a structured, process-oriented approach.
- Self-motivated and delivery-focused, with ownership of assigned tasks through completion

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Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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