AVP, Product Support Analyst (L2 Service Recovery), Compliance Technology

United Overseas Bank Limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

United Overseas Bank Limited (UOB) is seeking a seasoned IT Operations professional to lead a specialized L2 Service Recovery Team. The role focuses on resolving complex, critical incidents across banking systems and ensuring rapid service restoration.

You will own end-to-end incident resolution, perform RCA, and implement permanent fixes with cross‑functional engineering, development and infrastructure partners while maintaining 24/7 coverage and strong stakeholder communication.

Qualifications

• Bachelor Degree in Computer Science, IT, Engineering or related field.
• 7+ years in IT operations, incident management, or technical support within banking/financial services.
• Proven experience leading and managing L2 or similar technical support teams.

Responsibilities

• Lead and manage the L2 Service Recovery Team, providing guidance, mentorship, and performance feedback.
• Oversee the end-to-end resolution of complex and critical incidents, ensuring SLAs/OLAs are met.
• Act as primary escalation point for L1 support and business units for major incidents, communicating status, impact, and plans.
• Conduct root cause analysis (RCA) for recurring incidents and collaborate with engineering, development, and infrastructure teams for permanent fixes.
• Develop and maintain incident management processes, runbooks, and documentation.
• Identify trends and patterns in service disruptions and drive improvements in architecture, monitoring, and procedures.
• Participate in PIRs and contribute to continuous service improvement.
• Manage team schedules, on-call rotations, and 24/7 coverage for critical systems.
• Foster a culture of continuous learning, problem-solving, and collaboration.
• Ensure compliance with banking regulations and security standards.

Skills

IT operations

Incident management

Technical support

AWS

Monitoring tools

ITIL ITSM

Stakeholder communication

Leadership

Education

Bachelor degree in Computer Science / IT / Engineering

Tools

AWS

Splunk

Dynatrace

Nagios

Prometheus

SQL/Oracle

Unix/Linux

ServiceNow

Jira

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.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Job Description

The incumbent will be responsible for leading a specialized team dedicated to resolving complex and escalated technical issues affecting critical banking systems and services. This role involves ensuring rapid restoration of services, minimizing disruption, and implementing preventative measures to enhance overall system resilience and customer satisfaction.

Job Responsibilities

• Lead and manage the L2 Service Recovery Team, providing guidance, mentorship, and performance feedback.
• Oversee the end-to-end resolution of complex and critical incidents, ensuring adherence to established service level agreements (SLAs) and operational level agreements (OLAs).
• Act as a primary escalation point for L1 support and business units for major incidents, communicating effectively with stakeholders on incident status, impact, and resolution plans.
• Conduct thorough root cause analysis (RCA) for recurring incidents and collaborate with relevant engineering, development, and infrastructure teams to implement permanent fixes and preventive actions.
• Develop and maintain robust incident management processes, runbooks, and documentation to streamline service recovery efforts.
• Identify trends and patterns in service disruptions to proactively recommend and drive improvements in system architecture, monitoring, and operational procedures.
• Participate in post‑incident reviews (PIRs) and contribute to continuous service improvement initiatives.
• Manage team schedules, on‑call rotations, and resource allocation to ensure 24/7 coverage for critical systems.
• Foster a culture of continuous learning, problem‑solving, and collaboration within the team.
• Ensure compliance with all relevant banking regulations, internal policies, and security standards.

Job Qualifications

• Bachelor Degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 7 years of experience in IT operations, incident management, or technical support within the banking or financial services industry.
• Proven experience in leading and managing L2 or similar technical support teams.
• Strong understanding of banking systems, applications, and infrastructure (e.g., core banking platforms, payment systems, trading platforms, network infrastructure, databases).
• Strong problem‑solving, analytical, and decision‑making skills under pressure.
• Experience with AWS, monitoring tools (e.g., Splunk, Dynatrace, Nagios), AI, Big Data (Hadoop), Prometheus, DB skills (SQL/Oracle), OS Skills (Unix/Linux) , Cloud Technologies and ticketing systems (e.g., ServiceNow, Jira).
• Expertise in IT Service Management (ITSM) frameworks, particularly ITIL, with ITIL certifications being a significant advantage.
• Demonstrated ability to perform root cause analysis and implement effective resolutions for complex technical issues.
• Excellent communication skills, both written and verbal, with the ability to articulate technical issues to non‑technical stakeholders and senior management.
• Ability to work effectively in a fast‑paced, high‑pressure environment and manage multiple priorities simultaneously.
• Strong leadership qualities with the ability to motivate and develop a high‑performing team.

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.

Career Site: UOB Career site