Support Lead Technology & Operations, PSS

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.Brief Scope:The role is accountable for strategic and operational leadership 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.Key Responsibilities:Manage high severity incidents or critical issues, provide end-to-end support and implement resolution to resolve incidents within SLAProvide root cause analysis for high severity issues, ensure all follow up action points are carried outPrimarily responsible for the stability of the production system. Direct second and third level of support for problem diagnosis and resolution as per the agreed SLAs. Tracks the adherence to SLAs / OLAs.Responsible for identifying and implementing the service improvement programs to improve the overall stability of the application. Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents.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.)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) & Phoenix (Operational Risks).Create, Review and update Production Support documentation. Update of contingency (DR/BCP) documentation and processes.Provide inputs to support manager for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items.Participate in cross-training and knowledge transfer activities within support teamsSkills & Attributes:Working experience > 10 yearsSounds strong in the technical knowledge such as either on Oracle, PL/SQL, MS SQL, Java, Web Sphere, MQ, Windows or Linux platform.Support experience minimum > 5 years.Debugging, analysis and troubleshooting skillGood in the stakeholders communication and experience in the vendor management would be advantage.Plays as people manager to conduct the team performance appraisal and staff administrative.Nice to have:Working experience in banks or financial institutesKnowledge on wealth management products especially on investment and insurance domain knowledge.Working experience on non-technical fields in Wealth Management business e.g. Operation, Risk & ControlHands on experience of WebSphere/WebMethod/JAVAField of Study: Information System / Information technology / Computer ScCertification : DegreeReporting to: AVP, Wealth Mgmt PSSApply now to join the Bank for those with big career ambitions.,

Keyskills :
unix sales accounts advertising rootcauseanalysis environmentalimpactassessment mssql rootcause dataconversion servicequality management wealthmanagement ustomersupp teamperf mance vend