Senior Service Recovery & Incident Lead

6255 UOB Innovation Hub 2 Sdn Bhd

Malaysia

On-site

MYR 180,000 - 240,000

Full time

14 days+

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Job summary

6255 UOB Innovation Hub 2 Sdn Bhd seeks an experienced IT service lead to orchestrate a large banking application support group. You will manage incident/problem/change workflows, ensure SLA compliance, and drive service improvement across L2/L3 teams.

Ideal candidates hold a CS/Engineering degree and 12+ years in application support within banking, including 6+ years leading multiple leads and engineers, with strong collaboration and communication skills.

Qualifications

Degree in computer science, engineering or related fields.
12+ years of hands-on application support; 6+ years in banking.
Experience leading a group of 4 team leads and 40+ L2/L3 engineers.

Responsibilities

Incident Management: monitor, respond and resolve incidents to minimize downtime.
Problem Management: root-cause analysis and permanent fixes with proper documentation.
Change Management: review and coordinate changes without disrupting operations.
Service Management: ensure SLAs; generate regular performance reports.
Communication: maintain stakeholder updates and cross-team collaboration.
Team Leadership: mentor junior staff; coordinate team activities.
Continuous Improvement: identify process improvements and conduct training.