Senior Production Support & Incident Manager (24x7)

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 95,000 - 130,000; Full time

Job summary

UNITED OVERSEAS BANK LIMITED is seeking an experienced Application Production Support professional to ensure availability and performance of mission-critical banking applications in a 24x7 environment. You will handle incidents, problems and user queries with thorough analysis and effective communication.

You will work with 1st and 3rd line support, drive continuous service improvements, and ensure ITIL processes are followed.

Qualifications

• 5 years of experience in Application Production Support, IT Operations, or Production Services.
• Experience supporting mission-critical banking or financial services apps.
• 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 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

Incident management

Root cause analysis

ITIL processes

Communication

Tools

Monitoring tools

Job description

UNITED OVERSEAS BANK LIMITED is seeking an experienced Application Production Support professional to ensure availability and performance of mission-critical banking applications in a 24x7 environment. You will handle incidents, problems and user queries with thorough analysis and effective communication.

You will work with 1st and 3rd line support, drive continuous service improvements, and ensure ITIL processes are followed.