Support Manager

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesStrategy

• Technology powers Standard Chartered Banks vision and strategic agenda through the provision of innovative and efficient technology solutions; we will deliver greater value to our business stakeholders; we will improve the skills and flexibility of our people and work more effectively with our internal and vendor service partners.

Business

• FM eCommerce Technology Support is responsible for providing exceptional 24*7 global sales and trading support within Standard Chartered Bank. The team employs a Follow-The-Sun model providing 24-hour support in Singapore, Hong Kong, Bangalore, London and New York. You ll be working in a fast paced and demanding financial service trading environment, which requires Technology Support to deliver greater value to our business stakeholders
• We are looking for a candidate to provide application support for the bank s regulatory/trading platform build on KX, who can face off with the business (trading and sales) and meet their demands and expectations. The candidate should have prior front office experience supporting similar applications and have strong technical and communication skills. The role will be based on & off trading floor and very close to end users. The candidate should be adept in prioritizing and judging the nature of the issues and able to context switch between issues to address and resolve them.

Key Roles & Responsibilities

• Provide direct support to the FX, Fixed Income Trading, Rates and Credit using KDB
• Installation, integration and maintenance of tick capture systems using KX.
• Capacity planning, disaster recovery, budget, BCP, preventive maintenance, root cause analysis and problem management for KDB datastore
• Managing large historical databases, the development of data loaders and the calculation of historical analytics
• Spearheading the KDB analytics platform, developing back testing systems through to a fully automated trading platform
• Production quality related activities with KPI metrics for problem analysis and resolution
• Contribute and own projects delivering enhancements & stability improvements on behalf of the Financial Markets business teams
• Own the build and maintenance of tools, to industrialize support of a cutting edge in-house trading platform
• Constantly challenging and seeking new areas for automation of manual tasks from the global team
• Work with systems development teams ensuring best design, deployment, capacity and operability
• Working on the trading floor you ll be analysing requirements real time from users and technical support colleagues, designing and prototyping solutions, through to testing and deployment.
• Ownership of problems to complete resolution
• Communications to stake holders for outages/ releases/ updates on tasks

People and Talent

• Flexible to work in APAC, EUROPE zone and on weekends is mandatory.
• Excellent written and verbal communication skills.
• Ability to work under pressure, multi-task and deliver.
• Strong team player. Self-starter/motivator and ambitious
• Bachelors in Computer Science or related technical field (or equivalent experience).
• Q/KDB+ Experience
• Solid experience in supporting a trading environment in FX, Credit or Rates
• Thorough understanding of end to end trade flow, pricing and trade booking
• Strong Shell/Perl/Python scripting skills.
• Good understanding of infrastructure setup, O/S memory management, capacity review
• Good understanding of networking concepts and ability to trouble shoot and understand latency issues
• Competent in DB technology such as SQL / Oracle / Sybase and adhoc query and report generation
• Strong knowledge of Linux environment, especially performance and maintenance
• Experience in ITRS Geneos monitoring and customisation
• Good working knowledge of Splunk or ELK stack
• Excellent communication (both written and verbal) and analytical skills
• Ability to drive incident bridges by involving all the relevant parties and progressing the issues / outages to closure
• Self-starter, able to self-manage with strong collaboration skills and able to interact effectively with others
• Ability to own and drive small/ad-hoc project work
• Strong team player.

Risk Management

• Support primary eCommerce applications end to end support including application and infrastructure.
• Work closely with the traders and middle office users to fix BAU queries.
• Perform in depth technical BAU application support.
• Prioritize work to successfully deliver service in a diverse environment.

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 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.

Our Ideal Candidate

• At least 4-9 years of production support experience within a financial services organisation and prior experience in supporting risk management application.
• Good understanding of ITIL processes (Incident, Change and Problem).
• Strong knowledge in managing UNIX based environments.
• Good knowledge in Oracle database, Oracle DaaS, Oracle Golden Gate, VERITAS Cluster Server, SAN/NAS file systems.
• Keenness to understand and resolve trade booking, life cycling, PnL & Risk related issues.
• Ability to debug and resolve issues related to UNIX, Oracle & Java based applications.
• Ability to resolve recurring incidents through problem management.
• Prior experience in release/change management would be an added advantage.
• Knowledge in Shell or Python scripting to automate manual tasks would be an added advantage.
• Knowledge in Batch monitoring scheduled in Control-M.
• Experience in configuration and management of monitoring toolsets (Geneos/Nagios/Patrol/Tivoli).

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
salesveritas cluster serverroot cause analysistechnical supportslaoracle databasefixed incomedeliveryroot causeveritas clusterrisk managementglobal salescustomer relationstrading floorgolden gatemiddle office