Senior Incident Response & IT Operations Lead

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

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.