AVP, Product Support Analyst (GenAI/Data), Group Infrastructure & Platform Services
United Overseas Bank Open · verified Oct 22, 2026 At a glance
Mid-level AI Engineering role at United Overseas Bank. Central Region · full-time.
Pay not stated AI Engineering salary
aimlroles summary, based on the employer's posting.
What you'll do
- Lead and coach the L2 recovery team, giving members guidance and feedback on their work
- Take major system incidents from escalation through resolution, keeping service agreements and business contacts in view
- Work with engineering, development and infrastructure teams to find causes of repeat incidents and put lasting fixes in place
- Maintain recovery procedures and review disruption patterns to improve monitoring, system design and operations
- Support post-incident reviews, round-the-clock critical service coverage and disaster recovery or business continuity activities
What you bring
- A bachelor's degree in computing, IT, engineering or a related area
- At least five years in IT operations, incident response or technical support within banking or financial services
- Experience leading an L2 or comparable technical support team, including complex issue analysis and resolution
- Strong knowledge of banking systems and infrastructure, plus IT service management and ITIL
Who this fits
This role suits an experienced banking technology support lead who can guide a team and communicate technical incidents to business contacts and senior leaders. You must be willing to take 24/7 on-call duty. It includes responsibility for L2 team leadership and disaster recovery and business continuity support.
From the employer
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.
Job Description
The incumbent will be responsible for leading a specialized team dedicated to
resolving complex and escalated technical issues affecting critical banking systems and services. This role involves ensuring rapid restoration of services, minimizing disruption, and implementing preventative measures to enhance overall system resilience and customer satisfaction
Job Responsibilities
- Lead and manage the L2 Service Recovery Team, providing guidance, mentorship, and performance feedback.
- Oversee the end-to-end resolution of complex and critical incidents, ensuring adherence to established service level agreements (SLAs) and operational level agreements (OLAs).
- Act as a primary escalation point for L1 support and business units for major incidents, communicating effectively with stakeholders on incident status, impact, and resolution plans.
- Conduct thorough root cause analysis (RCA) for recurring incidents and collaborate with relevant engineering, development, and infrastructure teams to implement permanent fixes and preventive actions.
- Develop and maintain robust incident management processes, runbooks, and documentation to streamline service recovery efforts.
- Identify trends and patterns in service disruptions to proactively recommend and drive improvements in system architecture, monitoring, and operational procedures.
- Participate in post-incident reviews (PIRs) and contribute to continuous service improvement initiatives.
- Ensure 24/7 coverage for critical systems.
- Foster a culture of continuous learning, problem-solving, and collaboration within the team.
- Ensure compliance with all relevant banking regulations, internal policies, and security standards.
- Support Champion for DR/BCP to ensure smooth and seamless completion of the activities
Job Qualifications
- Bachelor Degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years of experience in IT operations, incident management, or technical support within the banking or financial services industry
- Proven experience in leading and managing L2 or similar technical support teams.
- Strong understanding of banking systems, applications, and infrastructure (e.g., core banking platforms, payment systems, trading platforms, network infrastructure, databases).
- Strong problem-solving, analytical, and decision-making skills under pressure.
- Experience with GenAI, AWS, Informatica, monitoring tools (e.g., Splunk, Dynatrace, Nagios), AI, Big Data (Hadoop), Prometheus, DB skills (SQL/Oracle), OS
- Skills (Unix/Linux) , GenAI Cloud Technologies and ticketing systems (e.g., ServiceNow, Jira).
- Expertise in IT Service Management (ITSM) frameworks, particularly ITIL, with ITIL certifications being a significant advantage.
- Willing to be on-call 24 x 7
- Demonstrated ability to perform root cause analysis and implement effective resolutions for complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to articulate technical issues to non-technical stakeholders and senior management.
- Ability to work effectively in a fast-paced, high-pressure environment and manage multiple priorities simultaneously.
- Strong leadership qualities with the ability to motivate and develop a high-performing team
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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