Production Support Manager

United Overseas Bank; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

United Overseas Bank in Singapore is looking for a seasoned Application Production Support professional to manage availability, incidents and capacity for mission-critical banking applications. You will coordinate response, perform root cause analysis and communicate with stakeholders to ensure SLA compliance.

The role includes working with 1st/3rd line support, implementing continuous service improvements and adhering to ITIL standards. Weekend shifts are required as part of the rotation.

Qualifications

• Minimum 5 years in application production support or IT operations.
• Experience with banking/financial services applications.
• Strong troubleshooting, incident management and root cause analysis.
• Experience with ITIL processes, batch operations, monitoring tools, and Disaster Recovery testing.

Responsibilities

• Manage availability, incident, problem and capacity management for the applications in scope.
• Respond to and resolve incidents, problems and user queries through proper analysis.
• Coordinate incident communications (SLA breaches, major incidents) within team and departments.
• Execute continuous service improvement and define standards.
• Ensure procedures are followed and contribute to defining standards.
• Translate complex technical issues to business users.
• Contribute to knowledge management best practices within team and organization.
• Work with 1st & 3rd level support and development teams to resolve incidents within SLA.
• Role involves shift work and weekend support.

Skills

Incident management

Root cause analysis

Troubleshooting

Stakeholder management

Communication

Job description

JobResponsibilities

• Responsible for availability, incident, problem and capacity management for the applications in scope
• Response and resolve incidents, problem and user queries through proper analysis
• Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department
• Execute continuous service improvement plan, process improvement
• Ensures essential process / procedures are followed and contribute to defining standards.
• Communicate complex technical issues to business users in a language they understand
• Contribute in effective knowledge management best practices within team and organization
• Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA
• This role involves Shift work and weekend support.

JobRequirements

• 5 years of experience in Application Production Support, IT Operations, or Production Services.
• Experience supporting mission-critical banking or financial services applications.
• Strong troubleshooting, incident management, and root cause analysis skills.
• Experience with ITIL processes, batch operations, monitoring tools, and Disaster Recovery testing.
• Excellent communication and stakeholder management skills with the ability to work under pressure in a 24x7 support environment.