Application Support Division Manager

Company: 6255 UOB Innovation Hub 2 Sdn Bhd

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

ABOUT UOB INNOVATION HUB 2

UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank’s growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.

As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.

Service Operations Management

·       Lead and manage the First Recovery (L1 Application Support) team comprising approximately 19 analysts.

·       Ensure seamless delivery of 16x6 operational support (Monday through Saturday) and weekend coverage during Mainframe and AS400 IPL activities.

·       Drive effective handling of incidents, service requests, alerts, and operational tasks.

·       Ensure incidents are prioritized, triaged, and assigned appropriately to meet SLA commitments.

·       Act as the primary escalation point for critical incidents and major service disruptions.

Incident & Request Management

·       Drive achievement of the team's key KPI of maintaining a minimum 60% First Recovery Resolution Rate for all incidents received by the L1 support team.

·       Monitor incident trends and recurring issues, initiating preventive and corrective actions.

·       Ensure timely escalation of unresolved incidents to L2/L3 support teams.

·       Conduct incident reviews and implement lessons learned to improve service quality.

Application & Infrastructure Health Monitoring

·       Oversee proactive application and infrastructure health checks.

·       Ensure monitoring activities are performed consistently and operational issues are detected early.

·       Work with infrastructure, middleware, database, and application teams to improve system stability and availability.

·       Drive automation and operational improvements where appropriate.

Knowledge Management

·       Establish and maintain a comprehensive Knowledge Base (KB) repository.

·       Ensure all recurring incidents, service requests, troubleshooting procedures, and operational runbooks are documented.

·       Promote knowledge sharing and continuous learning within the team.

·       Drive reduction of repeat incidents through effective documentation and process improvements.

People Leadership

·       Manage, coach, and develop a team of 15–20 direct reports.

·       Perform resource planning, scheduling, workload distribution, and succession planning.

·       Conduct performance management, mentoring, and career development activities.

·       Foster a culture of accountability, customer focus, collaboration, and continuous improvement.

·       Ensure adequate staffing and capabilities are maintained to support business requirements.

Stakeholder Management

·       Engage with application owners, infrastructure teams, business users, and senior management on operational matters.

·       Provide regular reporting on KPIs, incident trends, service improvements, and team performance.

·       Participate in governance meetings and operational reviews.

Continuous Improvement

·       Identify opportunities to improve operational processes, tooling, and monitoring capabilities.

·       Drive reduction in incident volumes through root cause analysis and preventive actions.

·       Support operational transformation initiatives and service maturity improvements.

Required Qualifications & Experience

Education

·       Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.

Experience

·       Minimum 8–12 years of IT experience with at least 3–5 years in a people management role.

·       Proven experience managing 15–20 direct reports in an Application Support environment.

·       Strong background in L1 and/or L2 Application Support.

·       Experience managing shift-based operational teams.

·       Demonstrated experience in Incident Management, Service Request Management, and Operational Support.

Technical Skills

Mandatory

·       Strong knowledge of Unix/Linux administration and troubleshooting.

·       Good working knowledge of SQL and database query analysis.

·       Understanding of application support processes, monitoring tools, and incident management practices.

·       Experience with monitoring and observability tools.

·       Basic understanding of middleware, networking, and infrastructure technologies.

·       Experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.

·       Exposure to AS400/iSeries environments on top of unix and sql is a plus.

·       Knowledge of Mainframe operational processes and IPL activities is also a plus.

Key Performance Indicators (KPIs)

·       Achieve and maintain ≥60% First Recovery (L1) Resolution Rate.

·       SLA compliance for incident and request handling.

·       Reduction in recurring incidents through effective knowledge management.

·       Timely completion of health checks and operational activities.

·       Knowledge base growth and documentation quality.

·       Team productivity and customer satisfaction metrics.

·       Reduction in escalations caused by incorrect triaging or insufficient troubleshooting.

Competencies

·       Strong leadership and people management skills.

·       Excellent communication and stakeholder management capabilities.

·       Analytical problem-solving and decision-making skills.

·       Customer-centric mindset with a focus on service excellence.

·       Ability to perform effectively in a fast-paced operational environment.

·       Strong sense of ownership, accountability, and continuous improvement.

Reporting Structure: Senior Manager / Head of Application Support Services

Team Size: Approximately 19 Application Support Analysts operating in a 16x6 support model with weekend support during Mainframe and AS400 IPL activities.

Additional Requirements

Be 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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