Level 2 Production Support

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

UNITED OVERSEAS BANK LIMITED in Singapore seeks an experienced Production Support professional to manage incidents, triage tickets, and coordinate resolutions across banking applications. You will diagnose issues using logs, databases and scripts, collaborating with development, infrastructure and vendors to minimise downtime.

The role requires hands-on experience with ITIL-aligned service management, OpenShift containerised environments, and on-call responsibilities to ensure continuous banking

Qualifications

• Bachelor's degree in computer science or related field.
• At least six years of relevant application production support experience, including banking IT 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; assign and track to resolution.
• Issue Resolution: Diagnose and resolve production issues using logs, queries, and scripts; coordinate with other teams as needed.
• Root Cause Analysis: Investigate recurring problems and coordinate corrective actions with development and vendors.
• Communication: Provide timely stakeholder updates during incidents and on-call coverage.
• Collaboration: Work with development, infrastructure, vendors and partners across the support lifecycle.
• Continuous Improvement: Identify improvements to support processes to increase efficiency and customer satisfaction.
• Reporting: Prepare regular incident trend and metrics reports.
• Team Support: Train new team members and guide junior colleagues.
• On-Call Support: Participate in after-hours rotations for incident investigation and recovery.
• Application Change Review: Review changes to apps on container platforms with focus on production stability.
• Disaster Recovery Support: Support DR exercises for application-level recovery.

Tools

Remedy

JIRA

Confluence

Splunk

ITSR

OpenShift

IBM MQ

Connect:Direct

Java

SQL

Job description

Job Responsibilities

• Incident Management: Manage production application incidents from 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 resolve production application issues through analysis of application logs, database queries, scripts and integration flows. Coordinate with development, infrastructure and vendor teams where 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 partners across the application support lifecycle. Follow up on fixes and coordinate support activities to improve application stability and performance.
• Continuous Improvement: Identify and implement improvements to application support processes to increase operational efficiency and customer satisfaction.
• Reporting: Prepare regular reports on incident trends, ticket resolution times and key support metrics to inform decisions and identify improvement opportunities.
• Team Support: Help train new team members, share application support knowledge and provide guidance to junior colleagues as required.
• On-Call Support: Participate in the after-hours on-call rotation to investigate application incidents and coordinate 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 Requirements

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

• Banking Domain 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 to prioritise urgent issues, manage competing deadlines and complete tasks with minimal supervision.
• Production Support: Experience providing L2/L3 application support in a high-availability, mission-critical production environment.
• 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.