Markets, Risk and Voice Support Team Lead, GIPS - Malaysia, Kuala Lumpur - United Overseas Bank (Malaysia) Bhd

Description

Specialized group of L2 Application support engineers are responsible to support application wellness in production, investigate production issue raised, 2nd level troubleshooting and investigations. These engineers will specialize in the scope of Trading, Risk and Voice application support

Key Responsibilities

• Work within the Bank System support team to provide proactive, timely, effective and efficient support to the application
• Leading a small team of support engineers for Innohub 2 which will be responsible for overall governance of the team, team management, performance, KPI, escalations and stakeholder management
• Supporting during business hours and 24x7 on-call support
• Provide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management
  • Investigate production issues, respond based on production defect severity SLAs
  • Manage and respond to users on timely manner.
  • Log incident ticket for production issues and user queries
  • Follow up on defect and incident closure and meet incident closure KPI
  • Make sure system availability as per respective agreed SLA
  • Ensure daily end of day execution for supported applications complete successfully
  • Perform annual Disaster Recovery (DR) exercise for supported applications
  • Provide support to System Engineers on server level patches / upgrade as and when applicable
  • Ensure application incident & task documentation is properly updated for each production release
  • Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
  • Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etc

Be proactive to identify any potential risk in production environment and flag that to development team or usersatives as needed

Key Requirements

• 10-15 years of hands on application support experience in the banking industry
• Independent, proactive and self-starter with excellent interpersonal and communication skills.
• Strong analytical and good problem-solving skills.
• Ability to work in a fast-paced and team-oriented environment.
• Experienced or willing to work on 24x7 on-call support roaster
• Experienced in leading and managing a team of L2 support engineers

General Technical Skill:

Experience in working with some of these technical platforms or programming languages - SQL, MS Windows, Unix/Linux, Oracle, Microsoft IIS, MS SQL Server, Oracle, Java, Control-M and Scripting

Technical Skills:

Realtime data feed knowledge like Bloomberg or Reuters, Knowledge of Murex datamart, MLC , MxML

Good to have :-

. Good understanding of ITIL 4 methodology