Enterprise Support Specialist

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia United Overseas Bank Ltd. Full time

About United Overseas Bank Ltd.

United Overseas Bank Ltd. is a leading financial institution in Asia with a global network of over 500 branches and offices in 19 countries and territories. Our history spans more than 80 years, guided by our values of 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.

Job Objectives

  • To provide proactive, timely, effective, and efficient support to business users in the Enterprise domain.
  • To perform production support activities, including issue assignment, analysis, and resolution within specified Service Level Agreements (SLAs) in the Enterprise domain.
  • To own issues and initiatives in the Enterprise domain, working with various teams to develop solutions for users.

Key Responsibilities

  • Work in the Enterprise domain support team, providing proactive, timely, effective, and efficient support to users in the Enterprise domain space.
  • Adopt standard Incident Management workflow and processes, including logging incident tickets in a timely manner, following proper Change Management processes, and broadcasting quality issue/impact emails to stakeholders.
  • Embrace standard Change Control Management practices, procedures, and guidelines for application releases and roll-outs.
  • Participate and collaborate with the Development team in requirements gathering, clarifications, and analyzing impact on issues or users' requirements.
  • Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved.
  • Participate in annual Disaster Recovery/Business Continuity Management activities or infrastructure-related upgrades.
  • Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Troubleshoot 2nd-level technical support issues by identifying the root cause and working closely with users and various IT teams.
  • Be the bridge between Users and Development team, providing regular updates to all relevant parties.
  • Articulate and escalate support issues with detailed investigation/findings to the Development team if it requires any code change.
  • Manage and follow up on Problem tickets (those issues escalated to Development team) to ensure they are resolved and that any implemented fixes are rolled out into Production.
  • Be the gatekeeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes.
  • Be proactive to identify any potential risks in upcoming Production environment changes and flag them to the Development team or Users.
  • Participate in testing to ensure that only quality defect fixes are rolled out into the Production environment.
  • Identify areas of improvement to drive down the support volume.
  • Perform system monitoring and set up alerts to improve incident resolution times.
  • Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with bank standards.
  • Review incidents and ensure agreed Service Level Agreements (SLAs) are met with various business stakeholders.

Key Requirements

  • Good team player, 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.
  • Able to adapt to a dynamic change environment, provide on-call 24/7 support, and have a positive attitude towards learning on the job.

Requirements

  • Experience leading a team.
  • 2-5 years of hands-on support experience in a bank, preferably supporting Robotics Process Automation applications such as Blue Prism, Automation Anywhere, or UiPath, Microsoft SharePoint, BMC Remedy, K2 software.
  • Experience in working with some of these technical platforms or programming languages – MS Windows, Unix, Oracle, Microsoft IIS, MS SQL Server, Java, Control-M, and Scripting.

Desirable Requirements

  • Experience in supporting any one of the DevOps Tools such as Jenkins, JIRA, Bitbucket, SonarQube, Xray, Crowd, Confluence, etc.
  • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred.
  • Understanding of front-to-back operations, finance, risk, and accounting will be an added bonus.

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