IT Production Support Team Lead, Gips

20 hours 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.

**About the Department**:
The **Technology and Operations **function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

**Responsibilities**:

- Overseeing team member’s responsibility for incidents, service requests & proactive tasks and ensure each of them are properly managed within agreed OLAs
- Shift accountability and ensure the high impact approvals are provided with proper risk assessment
- Delivery of Start of Day, End of Day health proactive checks and communicate to management and stakeholders
- Regular review of passed or partial incidents and make actionable improvement plans
- Collaborate with other leads to review patterns on repeated incidents, gaps in internal process and SOP and efficiency opportunities
- Oversee daily shift huddle and resolve / address potential detriments and set team members accountability for various actions

**Job Requirements**:

- Well versed in ITIL management practices especially incident, knowledge and service level management
- Prior hand-on production support experience of OPEN or AS/400 Systems
- Good support knowledge in either one of the retail or wholesale payment or enterprise systems
- Willing to work in onsite 24X7 shift-support model
- Ability to easily adopt to any technology / environment - UNIX / open, AS/400 and mainframe
- Hands-on experience in writing SQL queries and parsing logs for issue investigation
- Strong written, oral communication skills and able to manage user / vendor / customer
- Be able to work in fast pace and high-pressure working environment

**Be a part of UOB Family**:

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