UNITED OVERSEAS BANK LIMITED Hiring! Full Time Level 2 Production Support in Islandwide (Singapore), Earn up to SGD 7,000 - Ricebowl

JobResponsibilities

• Incident Management: Manage production application incidents from initial assessment through service restoration and closure, following defined processes, service targets and quality standards. Coordinate investigation and recovery with the relevant support teams.
• Ticket and Service Request Management: Receive, analyse and prioritise application support tickets and service requests. Assign them to the appropriate teams, maintain accurate records and follow up through resolution and closure.
• Issue Resolution: Diagnose and resolve production application issues through analysis of application logs, database queries, scripts and integration flows. Coordinate with development, infrastructure and vendor teams where resolution depends on components outside the application's support scope.
• Root Cause Analysis: Investigate recurring application problems, document findings and coordinate corrective and preventive actions with development teams, vendors and other support teams to minimise recurrence.
• Communication: Provide timely stakeholder updates on application incidents, outages, business impact, recovery progress and next actions during production hours and assigned on-call coverage.
• Collaboration: Work closely with development teams, infrastructure teams, vendors and external partners across the application support lifecycle. Follow up on fixes and coordinate support activities to improve application stability and performance.
• Continuous Improvement: Identify and implement improvements to application support processes to increase operational efficiency and customer satisfaction.
• Reporting: Prepare regular reports on incident trends, ticket resolution times and key support metrics to inform decisions and identify improvement opportunities.
• Team Support: Help train new team members, share application support knowledge and provide guidance to junior colleagues as required.
• On-Call Support: Participate in the after-hours on-call rotation to investigate application incidents and coordinate service recovery outside standard business hours.
• Application Change Review: Review changes to applications running on container platforms such as OpenShift, focusing on application support requirements and production stability rather than platform administration.
• Disaster Recovery Support: Apply knowledge of disaster recovery exercise processes to support application-level recovery activities in coordination with the relevant teams.

JobRequirements

• Bachelor’s degree in computer science or related field.
• At least six years of relevant application production support experience, including a minimum of four years in banking IT support.

EssentialSupport Capabilities:

• Banking Domain Experience: Hands-on production support experience with internet banking and mobile banking applications.
• Support Coordination: Ability to work flexibly with cross-functional teams and manage time effectively to meet support commitments.
• Operational Delivery: Ability to prioritise urgent issues, manage competing deadlines and complete tasks with minimal supervision.
• Production Support: Experience providing L2/L3 application support in a high-availability, mission-critical production environment.
• Service Management: Solid understanding of ITIL methodology and its application to incident, problem and service request management.

EssentialTechnical Skills:

• Distributed Application Support: Hands-on experience troubleshooting applications that use AIX, IBM MQ, Java, relational database management systems and Connect:Direct, including application and integration issues.
• Mobile Application Support: Hands-on experience supporting native iOS and Android applications in production environments.
• Containerised Application Support: Hands-on experience supporting applications deployed on OpenShift, including troubleshooting containerised applications and understanding microservice design patterns. OpenShift platform setup and administration are outside this role's scope.
• Application Monitoring: Hands-on experience using monitoring tools such as Splunk and ITSR to monitor application health and investigate production issues.
• Support Tools and Documentation: Experience creating, updating and closing support tickets and tracking issues to resolution using Remedy and JIRA, with Confluence used to maintain investigation notes and support documentation.
• Scripting and Database Diagnostics: Hands-on experience writing and debugging scripts and database queries to investigate application issues and support production troubleshooting.