Service Recovery Head (Application Support)
Core
Lead application support operations for a banking subsidiary, managing incidents, problems, and changes to ensure system stability and SLA compliance for the UOB Group.
Role type
Senior IC application support team lead (banking)
Builds
Banking systems (Core Banking, Private Banking, Global Markets), Payment Systems (SWIFT, ACH, RTGS), Data Warehousing
Domain
Banking / Financial Services
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Incident management, Problem management (root cause analysis), Change management, SLA compliance, Team leadership (managing 4 leads and 40+ engineers), SQL, Unix/Linux, Windows Server, AS400, Oracle, SQL Server, MySQL, ITRS Geneos, Splunk
Preferred skills
ITIL methodology, C++, Scripting, Cloud platforms (AWS, Azure, Google Cloud)
Responsibilities
Monitor banking systems for issues, resolve incidents to minimize downtime, investigate recurring issues and implement permanent fixes, review and approve system changes, ensure SLA compliance, generate performance reports, mentor junior support staff, optimize support processes
Seniority
Senior, hands-on IC with team leadership
