Core & Cards Support Team Lead, GIPS
UOB
- Kuala Lumpur
- Permanent
- Full-time
- Provide application support to various business users. Attend to business queries and business requests promptly. Follow through the business requests to a proper closure
- Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool
- Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented
- Ensure all incidents and problems are proactively managed - Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management
- Collaborate with the development team in identifying resolutions and transitioning of releases into production environment
- Adopt standard Incident and Problem Management workflow and processes, i.e timely ticket, defect and incidents loggings including proper change management processes and quality issue/impacts emails
- Participate in DR/BCM activities or infrastructure related upgrade
- Responsible of capacity management. To monitor & analyse current performance and capacity data and forecast the capacity required by the applications ahead
- Aside from day-to-day support duties, there will be requirements to undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed
- Bachelor's degree of Computer Science or Engineering
- Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry
- Sound Understanding of ITIL, SDLC
- Good and assertive communicator in speaking & writing
- Good analytic and problem-solving skills
- Able to work in a fast-paced, team-oriented environment and weekends or off business hours
- Experience in L2 or L3 production support
- Business knowledge background of either Core Banking or Cards
- Technology knowledge background of either Open System or AS400
- Willing to work on Shifts
- Knowledge on enterprise tools, i.e. MQ, Connect Direct, Control M etc
- Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc