Production Support Manager

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

United Overseas Bank Limited (UOB) is seeking a Production Support professional to maintain availability and service levels for critical banking applications in a 24x7 environment.

You will analyze incidents, coordinate with 1st and 3rd level support, and drive continuous service improvement while communicating clearly with stakeholders and business users.

Qualifications

• 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.

Responsibilities

• 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 ensure incidents, problems and user queries are resolved within SLA.
• This role involves Shift work and weekend support.

Skills

Troubleshooting

Incident management

Root cause analysis

Communication

Stakeholder management

Stress tolerance

Tools

ITIL

Monitoring tools

Batch operations

Disaster Recovery testing

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.