Service Automation Lead

UOB Innovation Hub 2 Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial services provider in Kuala Lumpur is looking for a CMDB Administrator to manage BMC Remedy Atrium processes. The ideal candidate will automate updates, resolve inconsistencies, and lead a team focused on monitoring. Strong problem-solving abilities and team skills are essential. The role offers an opportunity to work in a dynamic environment, contributing to the organization’s growth while embracing innovative practices.

Qualifications

• Experience in problem solving and conflict resolution.
• On-call support experience.
• Understanding of CMDB and Common Data Model.
• Strong interpersonal skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Automate CMDB updates.
• Track and resolve inconsistencies in CMDB.
• Manage Roles & Permissions for Asset Management.
• Create reports from CMDB data.
• Monitor CMDB logs and identify issues.

Skills

Problem solving

Conflict resolution

Team player

Communication skills

Tools

BMC Remedy

Linux

Control-M

Job description

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.

About The Department

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.

Role overview

The primary role is a CMDB Administrator responsible for configuring and maintaining all BMC Remedy Atrium CMDB (Configuration Management Database) processes, work instructions and activities. The role is under the prerogative of the Service Automation Department belonging to Technology and Operations Group Infrastructure and platform services group. The role also requires leading a team of monitoring and automation engineers.

Primary responsibilities

• Automate CMDB updates using existing tools, scripts, integrations.
• Governance of CMDB as Asset Manager, track and resolve inconsistencies within CMDB through established process.
• Works closely with requesters, Systems and Service Delivery Teams to establish business requirements for the CMDB.
• Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.
• Manage Roles & Permissions related to Asset Management.
• Create & Monitor Normalization and Reconciliation Jobs to ensure accuracy of data coming from diverse sources.
• Use Dashboard and Reporting tools to create reports for Business consumption from CMDB.
• Assist in registering of configuration items (CIs); the appropriate level of attributes, and relationships required to support CMDB Inventory Management process.
• Monitor CMDB Logs and identify issues with Discovery Sync, normalization and reconciliation jobs.
• Assist in CMDB related changes in development, promote to UAT, perform UAT and promote to Production.
• Apply product fixes, hot fixes, patches, and configuration changes to support the business processes.

Role requirements

Must Have:

• Experience in problem solving and conflict resolution.
• On call support and handling issues as per business priority.
• Understand CMDB and Common Data Model
• Excellent management skill to keep track of recurring issues and escalate it to relevant audience on time.
• Good team player and flexible to support critical activities over the weekend and after regular office hours.
• Ability to work in fast paced environment and able to deliver results in a timely manner.
• Adopts an innovative and proactive mindset to work assignments.
• Possess a positive and willing to learn attitude.
• Strong interpersonal and communication skills, both written and oral.

Good to have

• Knowledge of Problem management to investigate recurring issues and close with permanent fixes
• Demonstrated through understanding and experience with BMC Helix ITSM, CMDB, ITOM, Application monitoring, automation tools like Control-M.
• Understanding of Service Blueprints, Service Definitions and Service Modeling.
• Experience with Helix ITSM Development for Remedy Midtier & Progressive Web App
• BMC Accreditation /Certification would be preferred.
• Sound knowledge on Remedy architecture and supporting tools.
• Knowledge on Defining and Debugging shell scripts on Linux, Unix, Solaris, and windows systems.
• Manage any Helix ITSM & CMDB improvements projects related to automation and best practice
• Hands on experience in utilizing Remedy API and REST API to develop automation.

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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• Which of the following statements best describes your right to work in Malaysia?
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• How many years\' experience do you have as an Automation Lead?
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