Key Responsibilities

Service Monitoring:

Respond to bridge requests via email or Teams chat, assess business impact, and mobilize the required support teams to drive issue resolution.

Relationship Management

Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work arounds and contingency arrangements.

Incident Management

Triage incident reports to assess actual or potential client / business impact.
Trigger the CERT Incident Management process for incidents impacting clients
Assess the initial impact of incidents according to the agreed Priority Matrix.
Manage incident bridges to ensure technology responders can effectively work towards resolution and non-technology stakeholders are given proper updates on impact, work arounds, status and progress without interrupting resolution activities.

Communication

Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.
Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.
Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.
Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.

Knowledge Management

Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences.
Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly in regard to monitoring, mobilization, response, and recovery action improvements.
Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
Collect business impact details for sharing with relevant stakeholders
Ensure outage and impact details are recorded accurately in source systems such as CXLive, Service Now – to ensure timeliness and accuracy of reporting.
Facilitate reporting on incident trends and thematic analysis.

Pro-Active/Preventive Maintenance

Participate in relevant processes to ensure development teams build fit-for-purpose applications before they go into production.

People / Training

Participate in training programs to continuously deepen knowledge of the business, technology stacks, applications, and contingency arrangements across all CPBB services.
Contribute to the identification and documentation of failure points using tools like FEMA (Failure Mode Effects Analysis) and ensure BCP is available to mitigate the failures.

Strategy

Support the technology roadmap for the core client facing journeys aligned with the Business and T&I Strategy focused on a superior, always on customer experience.
Support innovation and transformation in Customer Experience Monitoring
Participate and drive innovation in Incident Management, Communication and Response capabilities with a focus on improving customer experience by reducing the duration and impact of system failures.
Drive efficiency improvements in areas of impact analysis, priority setting, operational work flow automation, data analysis and reporting

Business

Develop a deep understanding of the business and client experience to facilitate incident triage, communication, and identification of work arounds and contingency arrangements.
Ensure that effective communications are sent to key stakeholders.
Facilitate reporting on incident trends and thematic analysis.

Processes

Participate in the Incident Management Process in the role of Technology Service Manager – assessing initial incident impact, ensuring business communications are sent in a timely manner, and providing business impact details as appropriate.
Participate in the Problem Management process by providing business impact details, providing lessons learned, and reviewing and approving RCA reports (in conjunction with Technology Service Managers).

People & Talent

Ensure no resource risk for shift.
Work on a training schedule to cross-train teams across operating locations.

Risk Management

Act quickly and decisively when any risk and control weakness becomes apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
Ensure a full understanding of the risk and control environment in area of responsibility.
Contribute metrics regarding compliance to relevant processes to regular governance forums as appropriate.

Governance

Provide an independent assessment of incident impact based on the agreed Priority Matrix.
Participate in governance forums and provide relevant metrics, and reports as required.

Regulatory & Business Conduct

Display exemplary conduct and live by the Group's Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

All WRB Technology staff involved in delivering and supporting customers
T&I Domain Heads, their MTs and teams.
Regional/Country CIOs & Technology Management teams and Chief Executive Officers
T&I Management Team
Tech Support Managers
Business Strategic and BAU Management Owners

Other Responsibilities

Support process improvement initiative for CERT related operation
Willing to work both day and night shift duties on a rostered/rotational basis (flexibility offered to work from home or office).

Skills And Experience

IT Incident Management
Problem Management
Change Control
Technical Troubleshooting
Spoken and Written Communication Skill (MOST IMPORTANT)
Service Platform Operations

Qualifications

Bachelor's degree or relevant experience in Information Technology. (8-12 Years)
Good oral and written communication skills, ability to interact with business representatives and senior management.
Proven experience coordinating multiple demanding stakeholders and numerous dependencies in a complex, large-scale international organisation.
IT Operations Support exposure preferably in the banking industry.
Knowledge of monitoring tools such as ITRS, BMC, ELK, Grafana, AppDynamics etc
Experience using Remedy or Service Now and knowledge management tools is a plus.
Understanding of Java, Oracle, OpenShift, Cloud, API and Unix technologies is desired.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Sr. Assoc, Production Eng, WRB Tech