Job Summary
- The role is accountable for tactical and operational support for production services, across one or more areas of specific platform/domain.
- To ensure maximum service quality and stability through fast and effective response to technical incidents, and to be a catalyst for change via analysis and identification of continual service improvement opportunities. Depending on the area of technical specialisation, in addition to incident resolution and prevention, it may also be involved in a control capacity to ensure that new changes to the technology estate do not introduce instability.
- Manage technical resumption of high priority, S@R, medium/high severity incidents, provide end-to-end support and implement resolution to resolve incidents within SLA
- Provide root cause analysis for S@R, medium/high severity issues, ensure all follow up action points are carried out
- Responsible for the stability of the production system. Direct second and third level of support for problem diagnosis and resolution as per the agreed SLA's.
- Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application. Review the dependent changes of the surround systems, infrastructure, networking etc... Responsible for ensuring proper technical plans are in place for all production changes (e.g. fallback plan, implementation plan, data conversion etc...)
- Create and update Production Support documentation, contingency (DR/BCP) documentation and processes.
- Provide inputs to PSS manager for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items.
- Participate & support in cross-training and knowledge transfer activities within support teams
Key Responsibilities
Strategy
- To be accountable to execute the strategy devised for the business unit
Business
- Fully accountable in incident, problem, change and risk management which relates to the production application/system.
Processes
- Create, Review and update Production Support documentation. Update of contingency (DR/BCP) documentation and processes
People & Talent
- Participate in cross-training and knowledge transfer activities within support teams
Risk Management
- Responsible to proactively identify the risks in the application and manage the mitigation actions. Responsible for managing, tracking and timely closure of risks and other compliance related issues in Riskwise (Information Security risks) & M7 (Operational Risks).
Governance
- Provide inputs to management for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items.
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.
- Lead the [team] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
- SRE PO
- Hive PO
- SRE Lead
- Business Stakeholders
- CIO counterparts
Other Responsibilities
- Embed Here for good and Group's brand and values in the SRE team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);
Skills and Experience
- AWS
- Oracle
- Linux
- Kubernetes
- API
Qualifications
- AWS Certification
- SRE Certification
- ITIL Certification (Good to have)
