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Kuala Lumpur, Malaysia
Onsite
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
Responsibilities
Platform Support & Administration
Administer and maintain Unified Communications and Contact Center platforms.
Perform troubleshooting and resolution of system, application, telephony, and voice-related incidents.
Monitor platform health, performance, and service availability.
Perform preventive maintenance and operational health checks.
Implementation & Change Delivery
Support implementation, upgrades, patching, and enhancement activities.
Participate in production deployments, release rollouts, and system migrations.
Collaborate with project and technical teams to deliver communication technology initiatives.
Operational Support
Manage and resolve incidents, service requests, and problem tickets in accordance with established SLAs.
Participate in Incident, Problem, Change, and Release Management processes.
Conduct root cause analysis and support service restoration activities.
Support production stability and operational readiness.
Stakeholder & Vendor Management
Work closely with infrastructure, application, network, security, operations, and vendor teams.
Coordinate with external vendors for issue investigation and resolution.
Maintain technical documentation and operational procedures.
On-Call Support
Participate in standby, after-hours, weekend, or maintenance support activities when required.
Support production changes, maintenance windows, and disaster recovery exercises.
Required Skills & Experience
Unified Communications & Contact Center
Experience in one or more of the following:
Cisco Unified Communications Manager (CUCM)
Cisco Contact Center Solutions (UCCX/UCCE)
Avaya Aura Contact Center
Microsoft Teams Voice & Collaboration
Voice & Telephony Technologies
SIP Protocol
Session Border Controllers (SBC)
Voice Gateways
IP Telephony and Voice Infrastructure
Call Routing and Telephony Troubleshooting
Preferred Qualifications
Experience supporting enterprise-scale Unified Communications or Contact Center environments.
Knowledge of ITIL processes including Incident, Problem, Change, and Release Management.
Experience working in high-availability production support environments.
Banking or financial services industry experience is advantageous.
Strong troubleshooting, communication, and stakeholder management skills.
Additional Requirements
Develop, Engage, Execute, StrategiseBe 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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