Assistant VP, L2 Production Support, Group Infrastructure & Platform Services

UOB; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

1011 United Overseas Bank Ltd is seeking an experienced production support professional to manage incidents, tickets and resolutions for mission-critical banking applications in Singapore.

You will coordinate with development, infrastructure and vendors to ensure service continuity, and contribute to process improvements and on-call coverage. A strong ITIL background and banking domain experience are essential.

Qualifications

• Bachelor’s degree in computer science or related field.
• At least six years of relevant application production support experience, including four years in banking IT.
• Experience with ITIL processes for incident and service management.
• Experience in banking internet/mobile apps support.

Responsibilities

• Incident Management: Manage production application incidents from initial assessment through service restoration and closure.
• Ticket and Service Request Management: Receive, analyse and prioritise tickets and service requests.
• Issue Resolution: Diagnose and resolve production application issues via logs, queries and scripts.
• Root Cause Analysis: Investigate recurring problems and coordinate corrective actions.
• Communication: Provide timely updates to stakeholders during incidents and outages.
• Collaboration: Work with development, infrastructure, vendors and partners across the lifecycle.
• Continuous Improvement: Identify improvements to support processes and efficiency.
• Reporting: Prepare reports on incident trends and key metrics.
• On-Call Support: Participate in after-hours on-call rotation.

Skills

Incident Management

Ticket Management

Root Cause Analysis

Application Monitoring

Scripting

Education

Bachelor’s degree in computer science or related field

Tools

Remedy

JIRA

Confluence

Splunk

ITSR

Job description

Company: 1011 United Overseas Bank Ltd

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

• Incident Management: Manageproduction applicationincidentsfrom initial assessment through service restoration and closure, following defined processes, service targets and quality standards. Coordinate investigation and recovery with the relevant support teams.
• Ticket and Service Request Management: Receive, analyse and prioritise application support tickets and service requests. Assign them to the appropriate teams, maintain accurate records and follow up through resolution and closure.
• Issue Resolution: Diagnose and resolveproduction application issuesthrough analysis of application logs, database queries, scripts and integration flows. Coordinate with development, infrastructureand vendor teamswhere resolution depends on components outside the application’s support scope.
• Root Cause Analysis: Investigate recurring application problems, document findings and coordinate corrective and preventive actions with development teams, vendors and other support teams to minimise recurrence.
• Communication: Provide timely stakeholder updates on application incidents, outages, business impact, recovery progress and next actions during production hours and assigned on-call coverage.
• Collaboration: Work closely with development teams,infrastructure teams,vendors and external partnersacross the application support lifecycle. Follow up on fixes andcoordinate support activities to improve application stability and performance.
• Continuous Improvement: Identify and implementimprovements toapplication support processes to increase operational efficiency and customer satisfaction.
• Reporting: Prepare regular reports on incident trends, ticket resolution times and keysupportmetrics to informdecisions andidentify improvementopportunities.
• Team Support: Help train new team members, share application support knowledge and provide guidance to juniorcolleagues asrequired.
• On-Call Support: Participate intheafter-hours on-callrotation toinvestigate application incidents andcoordinate service recovery outside standard business hours.
• Application Change Review: Review changes to applications running on container platforms such as OpenShift, focusing on application support requirements and production stability rather than platform administration.
• Disaster Recovery Support: Apply knowledge of disaster recovery exercise processes to support application‑level recovery activities in coordination with the relevant teams.

Job Requirement

• Bachelor’s degree in computer science or related field.
• At least six years of relevant application production support experience, including a minimum of four years in banking IT support.

Essential Support Capabilities

• BankingDomain Experience: Hands‑on production support experience with internet banking and mobile banking applications.
• Support Coordination: Ability to work flexibly with cross‑functional teams and manage time effectively to meet support commitments.
• Operational Delivery: Ability toprioritise urgent issues, manage competing deadlines and complete tasks with minimal supervision.
• Production Support :Experienceproviding L2/L3applicationsupport in a high‑availability, mission‑criticalproductionenvironment.
• Service Management: Solid understanding of ITIL methodology and its application to incident, problem and service request management.

Essential Technical Skills

• Distributed Application Support: Hands‑on experience troubleshooting applications that use AIX, IBM MQ, Java, relational database management systems and Connect:Direct, including application and integration issues.
• Mobile Application Support: Hands‑on experience supporting native iOS and Android applications in production environments.
• Containerised Application Support: Hands‑on experience supporting applications deployed on OpenShift, including troubleshooting containerised applications and understanding microservice design patterns. OpenShift platform setup and administration are outside this role’s scope.
• Application Monitoring: Hands‑on experience using monitoring tools such as Splunk and ITSR to monitor application health and investigate production issues.
• Support Tools and Documentation: Experience creating, updating and closing support tickets and tracking issues to resolution using Remedy and JIRA, with Confluence used to maintain investigation notes and support documentation.
• Scripting and Database Diagnostics: Hands‑on experience writing and debugging scripts and database queries to investigate application issues and support production troubleshooting.

Personal Skills

• Collaborative approach to working with colleagues and cross‑functional support teams.
• Ability to learn new skills quickly withminimal supervisionwhile maintaining strong attention to detail.
• Excellent communication and interpersonal skills, with the ability toexplain technical issues clearly to stakeholders at all levels.
• Strong analytical and problem‑solving skills, supported by a structured, process‑oriented approach.
• Self‑motivated and delivery‑focused, with ownership of assigned tasks through completion

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.