Support Head Surveillance & Conflicts Management

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 ResponsibilitiesThis role leads the production support services for Trade, Communications Surveillance and Control Room applications within the Technology & Innovation - Functions Organisation.The team comprises of application management teams, which provide first & second level support for approximately 10 applications.

• Effectively support SRE Leads in multiple stakeholder demands and expectations while maintaining quality and delivery of support operations.
• Effectively take ownership of SRE Engineers and transform traditional support operations to SRE Mindset.
• Implement Automation and no Toil across SRE onboarded applications and implement self-healing of applications.
• Implement Client Centric Monitoring and Observability based on End user needs.
• Provide quality of Service as per Service Level Objectives and effectively manage Operational Level Agreements with upstream/downstream systems.
• Maintain Change Velocity vs Stability Balance with an effective Error Budget for application.
• Implement Incident Management Practices with Blameless Post-mortems and driving Repeated Incident Themes to closure. Regular review of Alerting, Incidents and reducing their end user business impacts.
• Manage and support / maintain Cyber Risk, Resilience Risk, Stability Risks of application and drive towards low risk environment. Driving right Security patches implementations in non-prod and prod environments.
• Engages with Dev and Test Leads to effectively support / Implement SRE
• Evaluates and implements new technologies personally, in line with bank strategy
• Documents and publishes standards and procedures
• Keeps current with new practice and technical developments for potential use as solutions to requirements
• Identifies and recommends new technology or practices that will add value to the organization in terms of performance and cost
• Undertakes continuous improvement by contributing to the practice and domain internally and within federated teams

Strategy

• Awareness and understanding of the Group s business strategy and model appropriate to the role.
• Implement the 3-5year Production Support Legal & CFCC Technology strategy around service, risk, cost, people, SRE, security & technology.

Business

• Awareness and understanding of the wider business, economic and market environment in which the group operates.
• Ensure consistent service & availability of Production Support Legal & CFCC Trade, Communications & Control room applications in line with the SLAs and OLAs.
• Implement service improvement programmes to reduce avoidable incidents, drive down service recovery times, automate manual processes, and generally improve the stability of applications.
• Manage the support costs within budget.
• Implement new stack tools such as Appdynamics, Rundeck, Chatbot, ITRS & Data Analysis services.
• Domain knowledge in Market Abuse Regulations must.

Processes

• Ensure compliance with the Application support process within Functions.
• Ensure vendor relationships are appropriately managed and deliver value.

People and Talent

• Lead the high performing Legal & CFCC Technology SRE team in hub locations.
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Risk Management

• Responsible for identifying, assessing, monitoring, controlling, and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
• The ability to interpret the Group s financial information, identify key issues based on this information and put in place appropriate controls and measures.
• Ensure a full understanding of the risk and control environment within Production Support Legal & CFCC team.
• Ensure support procedures are in place and adhere to Group Security & Audit policies within Production Support Legal & CFCC team.

Governance

• Responsible for assessing the effectiveness of the Group s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering effective governance ; capability to challenge fellow executives effectively.
• Willingness to work with any local regulators in an open and cooperative manner.

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 Production Support Legal & CFCC team to achieve the outcomes set out in the Bank s Conduct principles: Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key Stakeholders

• Global Head, Legal and CFCC Technology
• T & I Management Team
• Domain Head Employee Conduct & Surveillance.
• Global Head, Technology Information management
• Head Data, Financial Crime Compliance
• Global Head, FCC Controls
• Global Head, Change Management - CFCC

Other Responsibilities

• Embed Here for good and Group s brand and values in Technology Services Functions.
• Perform other responsibilities assigned under Group, Country or Functional policies and procedures.
• Lead a team of SRE Engineers, Situation Management during severe Incidents, drive SRE Backlog of team to deliver automation, Client Centric Monitoring, Service as per Service Level Objectives, Quality Incident Triage and Blameless Post-mortems, Proactive Problem Management, Application Fixes, Security by Design, Stability vs Velocity Balance in Change Management as per SRE Goals established for domain.
• Bring continuous improvement culture in the team and work with SRE Lead to bringing automation first attitude of team

Our Ideal Candidate

• Academic or Professional Education/Qualifications: IT related tertiary qualification
• Licences and Certifications/accreditations: SRE, Cloud
• Languages: English

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 :
recruitmentproject managementtechnical supportoperations managementcontrol roomservice levelsupport serviceschange managementapplication supportincident management