Job Description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values — Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations. We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure. Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

You will join a team of Regional Helpdesk analysts, performing 24 x 7 shift duty on rotation, responsible for running day-to-day helpdesk operations. Your responsibilities will include:

• Monitor, triage and manage technology incidents impacting UOB group businesses across all subsidiaries and 19 countries and territories in Asia Pacific, Europe and North America.
• Helpdesk staff will work directly with end users, Application and Infrastructure support staffs, Operations, Business, vendors and service providers to triage and ensure timely creation of the incidents reported along with application and user request, in accordance to the agreed and defined service levels.
• Handling of technology incidents impacting UOB group businesses.
• To maintain a high degree of service for all support queries and adhere to all service management principles.
• Timely incident recognition, logging, assignment and escalation with proper documentation.
• Incident co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• End to end ownership during the shift from incident creation to updating all required fields in ticketing tool and follow up with necessary support team for the recovery.
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool
• Ensure compliance to Group Technology & Operations Policies and Standards
• Perform additional tasks related to Events / ATM monitoring, ID enabling and other adhoc tasks.
• Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation and documentation in full compliance with UOB standards on Incident and Problem Management functions

Job Requirements

• Diploma or bachelor’s degree in Computer Science, or related discipline required
• Candidates with minimum 5-6 years of relevant experience working with IT Helpdesk roles
• Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services and good to know payments flow
• Strong computer skills and ability to troubleshoot and diagnose exact problem statement
• Ability to communicate effectively and able to understand the issues being reported and assist with resolution where applicable
• Writing and editing skills for documentation of manuals and SOPs
• Proficient with MS Office, understanding of IT Services such as desktop, software
• A technical, logical thought process along with a keen eye for detail.
• ITIL Foundation certification is desirable
  

Be a part of 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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