Division Manager, IT Service Operations Leader

United Overseas Bank Limited

Malaysia

On-site

MYR 180,000 - 240,000

Full time

2 days ago

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Job summary

United Overseas Bank Limited (UOB) Innovation Hub 2 in Malaysia is seeking a Division Manager to lead the L1 Application Support team of about 19 analysts and oversee 16x6 operations including weekend IPL activities. You will drive incident and request management, automation, and knowledge management to improve service quality.

You will partner with infrastructure, middleware, DB and application teams, manage stakeholders, and report KPIs to senior leadership.

Qualifications

Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
8–12 years 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 Application Support and Incident Management.

Responsibilities

Lead and manage the First Recovery (L1 Application Support) team of ~19 analysts.
Ensure seamless delivery of 16x6 operational support with weekend coverage during IPL activities.
Drive incident management, service requests, alert handling, and SLA adherence.
Act as primary escalation point for critical incidents and major service disruptions.
Establish and maintain a Knowledge Base and promote knowledge sharing.
Engage with application owners, infrastructure teams, and senior management on operational matters.