Production Support Manager — 24/7 Incident & Improvement

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

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.