Service Recovery Analyst

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A major banking institution in Singapore seeks an experienced application support professional. The role requires ownership of production issues, ensuring timely and quality support in a fast-paced environment. Candidates should have at least 4 years of experience in 2nd level support within the banking sector, strong knowledge of AML and KYC, and familiarity with tools like Hadoop and SQL. This position demands a client-focused approach and excellent communication skills, along with a willingness to be on-call 24/7.

Qualifications

• Minimum 4 years of 2nd level application support in banking industry experience.
• In-depth knowledge of Anti Money Laundering (AML) and Know Your Client (KYC).
• Willing to be on-call 24 x 7.
• Excellent communication and inter-personal skills.

Responsibilities

• Track and monitor production issues until resolution.
• Provide timely issue escalation to management.
• Ensure user satisfaction through quality delivery.
• Maintain timely user request and incident logging.
• Facilitate audit requirements with accurate data.

Skills

Application support

Communication skills

Problem-solving

Proactive mindset

Client focus

Tools

Hadoop

SQL

Oracle

Microsoft Technologies

Linux/Unix

Job description

Takes ownership to all production issues and outages within Risk Management by

• tracking and monitor the issues' progression until their completion
• provides timely issue escalation to management

To provide a responsive, efficient, effective and proactive business application support for the businesses you support

• be proactive, and client focus; cultivate raving fans attitude
• ensures clients’ requirements are met and user satisfaction through timely and quality delivery

To establish and continue to build a collaborative working relationship with business users, development teams and IT partners

• seek to understand, then to be understood
• gain trust; aim for win-win outcome

To continuously maintain and adopt workflow and culture

• timely user request and incident logging
• proper incident management (such as issue/impact mails, escalation, thematic root cause analysis)
• follow any other service management requirement standards based on management direction
• ensure the quality of incident, problem and change records is of a high standard
• To facilitate, support, and furnish data for audit requirement timely
• To ensure you proactively review the production batches, and identify areas to improve the batch performance
• To be the support champion for DR/BCP in your respective area and ensure the smooth and seamless completion of the activity

Job Requirement:

• Minimum 4 years of 2nd level application support in banking industry experience
• In depth knowledge of Anti Money Laundering (AML) and Know Your Client (KYC)
• Support experience on Hadoop, Informatica, SQL, Oracle, Linux/Unix and Microsoft Technologies
• Good knowledge of banking operations
• Willing to be on-call 24 x 7
• Be able to work in fast pace and high-pressure working environment
• Excellent communication and inter-personal skills

Preferred Requirements:

• Working experience in supporting Compliance related applications like Detica NetReveal, NICE Actimize, LexisNexis Solution, etc.
• ITIL knowledge and process