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Support Manager, Technology & Operations

7.00 to 10.00 Years   Chennai   18 Jun, 2019
Standard Chartered Bank Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

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.JOB PURPOSE

  • The primary objective is in analysis of Security Product & platform issues, schedule resolutions, implement resolutions, verify, validate and deploy the resolution in Production.
  • The position would report to PSS Team Support Manager and provide updates on the status of PSS issues, SLA compliances etc.
  • Where required, the PSS Senior Support Analyst would have to liaise with Business in order to explain / get the clarifications required.
  • A key derived responsibility would be to ensure high availability of the supported application as per or better than agreed upon SLAs.
KEY RESPONSIBILITIESThe responsibilities include the following:1. Take End to End ownership of Security Technology Services incidents/Requests in order to resolve them within agreed service levels and to the satisfaction of customers2. Help PSS Team debug difficult issues and achieve resolution3. Meet or Better assigned SLAs4. Improve stability of applications through root-cause analysis and undertaking preventive / perfective maintenance activities5. Look at ways of improving the processes in order to achieve optimum productivity and continuous quality improvements6. Help the PSS Team to provide on call/ on premises coverage on a 7 day a week, 24 hour per day (24/7) basis7. Adherence to the specified standards of Quality and Audit / Risk requirements8. Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.9. To build relationship & network with stakeholders within & outside STS10. Ensure customer satisfaction through improved service and qualityKEY RELATIONSHIPS
  • PSS Manager
  • PSS Team Members
  • Customers (Business)
  • Service Desk Team Members
  • IT Country Service Managers and Heads
  • ITSC Unit members, Human Resources, Service Quality & Risk Team
KEY MEASURESContinuous improvement in Productivity, Quality, Service LevelsPerformance on PSS activitiesEmployee EngagementRequired Skills, Aptitude, knowledge and disciplineCustomer Engagements and SatisfactionNetworking with Stake holdersEssential: Graduate in Computers or other Technical certificationsDesired : Post Graduation in Science / Others, Technical certificationsExperience:
  • Years of Experience : A minimum of 7 to 10 years of experience in any of the Security Products.
  • Nature of Experience: Experience in supporting business critical applications in Security Technology Services space
  • Product/Skill Knowledge: Hands on experience in any of the Security Products of Symantec Data Leakage Prevention (DLP), Primekey, PKI, NIDS / Malware Products etc and hands on in Python / Java / dot NET, Oracle PL/SQL, UNIX Shell Scripting
Essential Skills / Aptitude:Experience in Production support is mandatoryGood interpersonal and communication skillsMust be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.Strong ethics, loyalty and genuine concern for the needs of othersAdept at applying generalist IT knowledge to specific problem resolution situationsFamiliarity with hardware/software components and terminology.Strong customer service background, ability to work in a team environment, enjoy working with peopleStrong analytical and statistical skillsSelf Learner / Quick LearnerProven ability to MultitaskDemonstrated customer service skillsAbility to ensure all client requirements is met along with overall client satisfaction.Adherence to the specified standards of Quality and Audit / Risk requirementsCoordinating with other business functions to develop and implement plansEnsure proper communication across all lines of authority within the team,

Keyskills :
sqlnetpkidlpslastsjavaunixriskslaspssdivdot

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