VP, Private Banking L2 Production Support Lead, Group Infrastructure & Platform Services
UOB · Singapore · 1d ago
About UOB
United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.
Job Description
Role Overview
UOB Group Technology & Operations (GTO), Singapore, is seeking an experienced Production Support Analyst Team Lead to join the Private Banking IT team. Responsible for supporting and managing the Temenos Odyssey Triple A, Edge Connect (RM Workbench), Client Dashboard, and OneStart applications for the Private Banking business. Provide proactive, timely, and effective support to business users while ensuring system stability and service excellence.
Key Responsibilities
- Team leadership & Service management
- Lead, mentor and manage a team of production support analysts, fostering a culture of collaboration, continuous improvement and service excellence
- Act as the primary escalation point for major incidents, production issues and service disruptions
- Drive operational governance, continuous improvement initiatives to enhance support effectiveness
- Production Support & Incident Management
- Provide first-line production support for user issues, incidents, service requests, and queries, ensuring timely and effective resolution within agreed SLAs.
- Own and manage incidents and issues from identification through to closure, including escalation to relevant technology teams, vendors, and management where necessary.
- Conduct issue analysis, troubleshooting, and root cause investigations to resolve production problems.
- Maintain comprehensive documentation of issues, actions taken, decisions made, resolutions implemented, and lessons learned.
- Track incident trends and drive initiatives to reduce recurring issues and improve service reliability.
- Stakeholder & Vendor Management
- Build strong partnerships with Private Banking stakeholders, technology teams and external vendors.
- Collaborate with business users, technology teams, and third-party vendors to facilitate issue resolution and support business requirements.
- Manage vendor relationships and support engagements to provide timely solutions that enhance the stability, sustainability, and performance of the production environment.
- Provide regular updates to stakeholders and management on service health, operational risks
- Change, Release & Problem Management
- Adhere to Incident, Problem, and Change Management processes, including:
- Timely logging and tracking of tickets, defects, and incidents.
- Proper change control and release management procedures.
- Preparation of high-quality issue, impact, and communication updates.
- Review and approve production implementation plans, rollback procedures, risk assessments and support readiness activities
- Drive problem management activities, ensuring root causes are identified and permanent fixes are implemented
- Project & Development Support
- Partner with delivery teams during requirements gathering, clarification, and impact analysis for enhancements and fixes.
- Validate application fixes and enhancements to ensure issues are adequately resolved before production deployment.
- Own and support small projects and initiatives, coordinating with various teams to deliver effective solutions for business users.
- System Maintenance & Continuous Improvement
- Utilize software updates, drivers, knowledge bases, FAQs, and other available resources to support incident resolution and service improvement.
- Participate in infrastructure upgrades, annual Disaster Recovery (DR) exercises, and Business Continuity Management (BCM) activities to ensure operational resilience.
Job Requirement
Education and Experience:
- Degree in Computer Science / Engineering or related disciplines
- Minimum 8 years’ relevant experience preferably in a banking or financial services industry with hands-on application management experience, preferably in the Private Banking / Wealth Management business
- At least 2 years of people management or team leadership experience with responsibility for leading support teams
Technical & Functional Skills
- Strong Knowledge and hands-on experience in Temenos TripleA and Odyssey suite of products
- Good understanding of Private Banking and Wealth management processes, including front-to-back operational workflows.
- Experience managing application productions upport across incident, management, change and release management lifecycles
- Familiarity with monitoring tools, service management platforms and ITIL best practices.
Leadership & Soft skills
- Strong leadership, stakeholder management and vendor management capabilities
- Excellent analytical, problem-solving and decision making skills
- Strong communication skills with ability to engage stakeholders at business and technology levels
- Proactive and able to operate effectively in fast-paced and high pressure environment
Key technical skills
- Temenos TripleA and Odyssey products
- Strong skills in Unix / Linux, Perl / Shell scripting,
- Database (MSSQL Oracle, Sybase)
- BMC Control-M Scheduler
- Knowledge in Temenos TripleA and Odyssey suite of products
Additional Requirements
Role Type (GTO), University-Bachelor - Engineering & ITBe a Part of the UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
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