Incident & Problem Engineering Manager

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

The Technology & Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

Overview of the Role

• Lead and manage end-to-end incident management<ins> for key business applications, ensuring <ins>timely detection, effective coordination, and rapid resolution<ins> to minimize business impact.

• Ensure application stability and availability through proactive monitoring, incident tracking, and continuous improvement of support processes.

• Act as a central point of coordination during incidents, ensuring clear communication with stakeholders, technical teams, and vendors throughout the incident lifecycle.

• Collaborate with development teams and vendors to drive <ins>permanent fixes, system enhancements, and prevent recurring incidents.

Job Responsibilites

• Deliver daily application support, including system monitoring, troubleshooting, and incident resolution.

• Analyze system issues by understanding application logic, data flow, and business rules, and validate findings with development teams.

• Coordinate with internal teams (Infrastructure, Development, Security) and external vendors to ensure timely resolution and clear communication.

• Support problem management by performing root cause analysis (RCA) for recurring or high-severity incidents.

• Maintain high-quality technical documentation, including:

• System flow diagrams

• Troubleshooting guides

• Application inventories

• Deployment procedures

• SOPs

• Participate in application enhancements and new system development, including requirement clarification, design review, and UAT/testing support.

• Perform backend investigations (SQL queries, log analysis, configuration validation) to support issue diagnosis.

• Prepare regular reports covering incident summaries, trends, and recommendations for continuous improvement.

• Provide after-hours / on-call support for major incidents when required.

Yêu cầu công việc

• Proficiency in English (written and spoken) to communicate with regional teams and vendors.

• Minimum 4-6 years of experience in Incident Manager, Application Support, Software Development or a similar technical role.

• Solid understanding of application architecture:

• System design concepts

• Backend–frontend interaction

• API and integration flows

• Database structure and queries

• Basic but solid technical capability, with the ability to understand systems, investigate issues, and collaborate effectively with development teams.

• Strong analytical and troubleshooting skills, able to break down complex issues into understandable components.

• High-quality documentation skills, able to clearly document system flows, troubleshooting steps, and operational procedures.

• Basic experience using SQL and working with application logs.

• Ability to work under pressure and manage communication during critical issues.

Quyền lợi

• Thưởng: Performance Bonus
• Chăm sóc sức khoẻ: Healthcare Plan Healthcare Insurance Policy Annual Health Check-Up Program
• Nghỉ phép có lương: Annual Paid Leave
• Khác: Staff Housing Loan Policy (Mortgage) Tenure Policy (Long-service award)