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
About the Department
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.
Key Responsibilities
End-User Support & Incident Management
- Deliver first and second-level technical support for hardware, software, and system-related issues.
- Manage and resolve incidents and service requests via the ticketing system, ensuring adherence to SLAs.
- Maintain clear communication with users throughout the resolution process and ensure timely escalation when necessary.
- Provide remote and on-site support across multiple locations when required.
System & User Administration
- Administer user accounts, access controls, and group policies in Active Directory and Microsoft 365.
- Perform system provisioning, configuration, and maintenance for desktops, laptops, and mobile devices.
- Support onboarding/offboarding processes with timely setup and deactivation of IT resources.
Infrastructure & Asset Management
- Troubleshoot and maintain IT hardware including PCs, printers, scanners, and peripherals.
- Maintain accurate IT asset inventory, lifecycle tracking, and documentation.
- Monitor system health and performance, applying updates and patches as needed.
Network & Connectivity Support
- Assist in diagnosing and resolving basic network issues (LAN, Wi-Fi, VPN).
- Support network device setup, configuration, and troubleshooting under guidance from the infrastructure team.
- Collaborate with network and infrastructure teams to ensure optimal connectivity and uptime.
Regional & Cross-Functional Collaboration
- Work closely with the regional IT team in Singapore to align support practices and escalate complex issues.
- Participate in cross-site initiatives, knowledge sharing sessions, and standardization efforts.
- Act as a liaison between local users and regional/global IT teams to ensure consistent service delivery.
Reporting, Documentation & Knowledge Management
- Own and maintain all EUC documentation (SOPs, KB articles, DCCs, troubleshooting guides), ensuring accuracy, completeness, and consistency.
- Document incidents, root causes, configurations, and resolutions in a clear, structured, and user‑friendly manner for both technical and non‑technical audiences.
- Ensure documentation quality and audit readiness through regular reviews, version control, and adherence to internal standards and regulatory requirements.
- Drive a documentation‑first culture by proactively identifying gaps, updating materials, and taking pride in producing detailed, high‑quality, and reliable documentation.
Security, Compliance & Risk Mitigation
- Support implementation of endpoint protection, data loss prevention, and other security tools.
- Ensure systems are compliant with internal policies and external regulations through regular audits and updates.
- Assist in vulnerability remediation and enforcement of IT security best practices.
Project & Deployment Support
- Participate in IT projects such as hardware refreshes, software rollouts, infrastructure upgrades, and office relocations.
- Collaborate with cross-functional teams to plan and execute technology initiatives.
- Provide post-deployment support and feedback to improve future rollouts.
Job Requirements
- Proficient in preparing and maintaining IT documentations, specifically within End User Computing (EUC).
- Knowledge and hands-on involvement in IT compliance audit documentation processes.
- Proficiency in developing and updating: Document Computing Checklists (DCC), Knowledge Base (KB) articles and other user-facing documentation.
- High attention to detail with strong organizational and documentation skills.
- Ability to coordinate across teams to gather required technical and operational information.
- Proactive approach to work execution and ability to take initiative with minimal supervision.
- Good stakeholder management and communication skills.
- Familiarity with IT processes within the banking/financial services industry.
Additional Requirements
Develop, Engage, Execute, Strategise
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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