Mgr, System Analyst, Production Support Services, Business Technology Services

4 weeks ago


Kuala Lumpur, Malaysia United Overseas Bank Full time

Mgr, System Analyst, Production Support Services, Business Technology Services

Posting Date: 11-May-2023 Location:

Kuala Lumpur, Wilayah Persekutuan, MY

Company: United Overseas Bank (Malaysia) Bhd

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

Responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward Manage and respond to users on timely manner Log incident ticket for production issues and request tickets for user queries Provide necessary information needed for further investigation to next level support (L3) to proceed with fix Ensure L3 teams identify root cause with impact analysis before delivering production defect fixes Follow up on defect and incident closure and meet incident closure KPI subject to L3 on defect fixes. Share production defect support learning with QA team and development team to improve application quality and minimize future defects Make sure system availability as per respective agreed SLA Ensure daily end of day execution for supported applications complete successfully Perform annual Disaster Recovery (DR) exercise for supported applications Provide support to System Engineers on server level patches / upgrade as and when applicable Facilitate proper knowledge transfer (KT) from project / development team before enhancement release Facilitate application documentation is properly updated for each production release

Job Requirements

Possess a Bachelor degree in Information Technology with at least 5 years of working experience in IT Application support. Experience in programming is an added advantage. Excellent interpersonal skills and strong customer service culture Leadership skill will be an advantage Able to works out-of-hours basis support Analytical thinking with effective problem solving skills Agility and capable to adapt to changing environment Ability to work in a fast-paced, high-pressure environment Good teamwork and collaboration Sound decision making skills Active listening Strong and effective written and verbal communication skills

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