Company hiring for Support Manager

Job Description

*Role Responsibilities Its goal is 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 specialization, 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. You are the customer- focused Service Team with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools.Your primary responsibility is to facilitate the restoration of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities. To drive the operations and culture where the customer and stakeholders are the first beneficiary.The responsibilities include the following
• To provide day to day system support and system monitoring.
• To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities.
• Apply customer service skills to draw any further required diagnosis information from customer.
• Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis.
• Ensure customer satisfaction through improved service and quality.
• Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers.
• Identify and highlight to the appropriate authority any service concern or improvement opportunity.
• Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations.
• Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules / Regulations and Company and Group Policies.
• Adherence to the specified standards of Quality and Audit / Risk requirements.
• Working closely with developers, to review and under system package to be rollout in production environment.
• Highly organized individual able to work on multiple project streams and clearly display current progress.
• Logging, Co-ordination and escalation of issues and incidents - logged in Remedy.
• Track incidents and provide regular updates to users on request status and progress.
• Trouble shooting log file investigation and extract details for review.
• Follow escalation procedures during outages and ensure root-cause analysis is performed.
• Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement.
• Supply agreed metrics, KPI s and trend reporting.
• Escalate issues with any delays from upstream applications.
• Escalate issues to the 2nd / 3rd line teams to keep within SLA.
• Ensure all new deployments have supplied correct documentation and training.
• Maintain the support documentation to ensure all areas in scope are current and accurate.
• Proactive approach to technology related activities.
• To build relationship and network with stakeholders within and outside.
Regulatory and 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 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.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.
Our Ideal Candidate
• Graduate with Diploma in Computers or other Technical certifications
Desired
• Engineering, Post Graduation in Science / Others, Technical certifications
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.Visit our careers website www.sc.com/careers ,

Keyskills :
customer relationsboard of directorsroot cause analysisdeliverysales