Division Manager

United Overseas Bank; Malaysia; On-site; MYR 180,000 - 300,000; Full time

Job summary

6255 UOB Innovation Hub 2 Sdn Bhd is seeking a seasoned Service Operations Leader in Malaysia to oversee L1 support, drive 16x6 operations, and manage major incidents with a focus on SLA adherence and continuous improvement.

You will mentor a team of 15–20 analysts, coordinate with infrastructure and business units, and report KPI trends to senior management. A strong background in IT operations and incident management is essential for success.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 8–12 years IT experience with 3–5 years in people management.
• Proven experience managing 15–20 direct reports in an Application Support environment.
• Strong background in L1/L2 support.

Responsibilities

• Lead and manage the First Recovery (L1) team of ~19 analysts.
• Ensure 16x6 operational support and weekend coverage during IPL.
• Drive incident handling and SLA compliance.
• Act as primary escalation point for major disruptions.
• Report KPI trends and drive continuous improvement.

Skills

Leadership

People management

IT operations

Incident management

Stakeholder management

Process improvement

Education

Bachelor's Degree in IT/CS/Engineering

Job description

Company: 6255 UOB Innovation Hub 2 Sdn Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values - Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

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.

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.

Service Operations Management

• Lead and manage the First Recovery (L1 Application Support) team comprising approximately 19 analysts.
• Ensure seamless delivery of 16x6 operational support (Monday through Saturday) and weekend coverage during Mainframe and AS400 IPL activities.
• Drive effective handling of incidents, service requests, alerts, and operational tasks.
• Ensure incidents are prioritized, triaged, and assigned appropriately to meet SLA commitments.
• Act as the primary escalation point for critical incidents and major service disruptions.

Incident & Request Management

• Drive achievement of the team's key KPI of maintaining a minimum 60% First Recovery Resolution Rate for all incidents received by the L1 support team.
• Monitor incident trends and recurring issues, initiating preventive and corrective actions.
• Ensure timely escalation of unresolved incidents to L2/L3 support teams.
• Conduct incident reviews and implement lessons learned to improve service quality.

Application & Infrastructure Health Monitoring

• Oversee proactive application and infrastructure health checks.
• Ensure monitoring activities are performed consistently and operational issues are detected early.
• Work with infrastructure, middleware, database, and application teams to improve system stability and availability.
• Drive automation and operational improvements where appropriate.

Knowledge Management

• Establish and maintain a comprehensive Knowledge Base (KB) repository.
• Ensure all recurring incidents, service requests, troubleshooting procedures, and operational runbooks are documented.
• Promote knowledge sharing and continuous learning within the team.
• Drive reduction of repeat incidents through effective documentation and process improvements.

People Leadership

• Manage, coach, and develop a team of 15-20 direct reports.
• Perform resource planning, scheduling, workload distribution, and succession planning.
• Conduct performance management, mentoring, and career development activities.
• Foster a culture of accountability, customer focus, collaboration, and continuous improvement.
• Ensure adequate staffing and capabilities are maintained to support business requirements.

Stakeholder Management

• Engage with application owners, infrastructure teams, business users, and senior management on operational matters.
• Provide regular reporting on KPIs, incident trends, service improvements, and team performance.
• Participate in governance meetings and operational reviews.

Continuous Improvement

• Identify opportunities to improve operational processes, tooling, and monitoring capabilities.
• Drive reduction in incident volumes through root cause analysis and preventive actions.
• Support operational transformation initiatives and service maturity improvements.

Required Qualifications & Experience

Education

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.

Experience

• Minimum 8-12 years of IT experience with at least 3-5 years in a people management role.
• Proven experience managing 15-20 direct reports in an Application Support environment.
• Strong background in L1 and/or L2