IT Production Support Engineer

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.

Job Description

ABOUT UOB INNOVATION HUB 2

UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank's growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.

As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.

Job Objectives

The specialized Group Applications Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with known feasible workaround. Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required

Job Responsibilities

• Investigate production issues, respond based on production incident TRO (target resolution objective) and upkeep FCR (first call resolution).

• Manage and respond to users queries in timely manner and correlate patterns indicative of wider issues or defects.

• Timely execute start-of-day, end-of-day and intraday proactive checks for applications.

• Perform special events monitoring like ecommerce merchant's sale and regular updates to stakeholders.

• Manage incident, task SOPs and conduct regular recertification for continued sanctity and validity.

• Analyze and conduct service reviews across application groups adding critical value to shift-left and demand management.

Job Requirements

• Prior hands-on production support experience of OPEN Systems or AS/400 – might be asked to write or show during interview

• Knowledge in either one of the retail or wholesale payment or customer information systems is a plus

• Willing to work in onsite 24X5 shift support model 

• Ability to easily adopt to any technology / environment - UNIX / open, AS/400 and mainframe

• Hands-on experience in writing SQL queries for issues investigations

• Hands-on experience using UNIX commands and parsing logs for issue investigations

• Strong written, oral communication skills and able to manage user / vendor / customer

• 3-5 relevant years of production support experience in bank or financial services across multiple technologies / platform

• Able to work in a fast pace and high pressure working environment

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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