Markets, Risk and Voice Support Team Lead

2 weeks ago

Kuala Lumpur, Malaysia UOB Innovation Hub 2 Sdn. Bhd. 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.

UOB Innovation Hub 2 (InnoHub 2) is a newly set up technology centre located in Kuala Lumpur as part of UOB Group Technology and Operations to deliver innovative financial technology solutions that enable business growth and technology transformation.

**Job Objectives**

**Key Responsibilities**
- Leading a small team of support engineers for Innohub 2 which will be responsible for overall governance of the team, team management, performance, KPI, escalations and stakeholder management
- Supporting during business hours and 24x7 on-call support
- 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

Be proactive to identify any potential risk in production environment and flag that to development team or usersatives as needed

**Key Requirements**
- Independent, proactive and self-starter with excellent interpersonal and communication skills.
- Strong analytical and good problem-solving skills.
- Ability to work in a fast-paced and team-oriented environment.
- Experienced or willing to work on 24x7 on-call support roaster
- Experienced in leading and managing a team of L2 support engineers

**General Technical Skill**:
Experience in working with some of these technical platforms or programming languages - SQL, MS Windows, Unix/Linux, Oracle, Microsoft IIS, MS SQL Server, Oracle, Java, Control-M and Scripting

**Technical Skills**:
Realtime data feed knowledge like Bloomberg or Reuters, Knowledge of Murex datamart, MLC, MxML

Good to have:

- Good understanding of ITIL 4 methodology

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