Senior Support Manager (Domain), Security Production Suppport

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.PURPOSE: Security Technology Services (STS) is a critical function within Standard Chartered Bank operating under the overall purview of Technology Services .The STS team is made up of cyber security thought leaders, who are accountable for the provision of a global set of cyber security services and products to maintain and continuously improve Bank s cyber security posture in today s ever evolving cyber security landscape.The STS team protect the Bank from cyber security threats by delivering effective information security technology services, managing, and responding to security incidents to ensure, and support the continuity and growth of Bank s business operations; and meet the both internal and external stakeholders expectations across 70+ countries and territories, in which SCB operates.Security Production Support within STS, is a transversal service with a primary objective to provide Production Support Services (PSS) for all STS owned products and services. The PSS function requires an experienced leader to setup a production support team, Run and Govern the minimum production support controls defined by the bank across all security products and services. This includes managing all day-to-day producton support operations covering event, incident, problem, release and change activities. In addition to business-as-usual activities, the role is also expected to drive support improvement initiatives for all the security service domainsRESPONSIBILITIES: Provide leadership and Run, Govern the support operating model within Security Technology Services by setting the direction, guidelines and strategy for cross functional support across all productions systemsOwnership and custodian for the overall production support controls and principles for STS Products and servicesDefine and review minimum people capabilities and skill matrix required for executing the operating production systems for STS. This should include capabilities for routine tasks, major incident management, domain subject experts and overall estate managementDefine support prioritise and drive service improvement deliverables for SPSBe a subject expert within security production support by providing solutions to complex problem statementsAdoption of Standard tools and techniques for support management including event monitoring, batch management for routine activities, resiliency, capacity and for other standard core support processes like Incident, Problem and ChangeEnsure IT Assets of STS are appropriately recorded and recertified; This includes maintaining list of security services, service and support ownership, assets servers, software and relationship with upstream and downstream systemsLead Major production incidents by constructing and taking overall responsibility for service resumptionProactive review of production platform related risks or non-compliances like resiliency, capacity, obsolescence, event monitoring and reporting controls, and ensure full risks awareness is in placeTake part in on-boarding newer capabilities/products into production support by reviewing all non-functional requirements, service validation and ensuring compliance to technology delivery assuranceContribute to product strategy and lifecycle, wherever applicable; Also ensure there are no redundancies of services within STS products and servicesConduct Production service level reviews with all key stakeholders with STSContribute in Security product roadmap and strategySupport on-boarding of all newer capabilities into STSEngage with other transversal technology services teams like data centre, database and platform support, ensuring there is adequate awareness of security tools, products and services, its significance to the security ecosystem for the bankEstablish and Govern all service reviews with suppliers/vendors providing support services for STSPlan and manage the financials (Budget, forecasts, actuals) for Security Production Support and ensuring the spends do not overrunAdoption of DevOps and industry standards and practices for Security Production supportKEY STAKEHOLDERS:Services Domain Heads within Security Technology ServicesOther relevant functions with Technology Services including Infrastructure Services (database, network, servers), In-Countrt Technology teams and End user servicesCOMPETENCIES (KNOWLEDGE & SKILLS):Have minimum technical and functional knowledge of the security products, tools and services/capabilitiesHave good understanding of ITIL practices and ITSM toolsHas excellent track record in running complex application production / support environmentHas performed Production tasks within the SDF/SDLC processHas supported Change Management and Incident Management functionsHighly motivated, results-driven, and able to multi-taskExcellent communication and interpersonal skills, and able to work well with cross-organizational teamsStrong analytical and quantitative skillStrong leader, who inspires and cultivates strong partnership with clients and internal partnersStrong managerial, influencing and negotiation skillsAbility to develop strategies aligning with business goalsExperience with enterprise data centre design, DevOps, and Cloud ComputingStrong sense of personal ownership and responsibility in accomplishing the organisation s goal. Is confident and will roll-up his/her sleeves to drive successReports Directly to: Head, Security Production Support,

Keyskills :
salescustomerrelationssecuritytoolsechnicalsuppstatementsofwksow