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Support Manager Technology Services

2.00 to 5.00 Years   Chennai   12 Sep, 2019
Standard Chartered Bank Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaTechnical Support / Helpdesk
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.The Role ResponsibilitiesProblem/Incident Management

  • Primarily 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.
  • Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting.
  • Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference
  • 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.
Pro-Active/Preventive Maintenance
  • Proactively identify opportunities for change within the production environment.
  • Analysis and deliver periodic changes to production systems to improve efficiency.
  • Analyse and engineer changes on production systems and participate in task forces where required to improve service quality.
Change/Release Management
  • Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application. Perform detailed risk assessment for production changes and conduct quality review of deliverables to ensure contents meet the required standards. 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.)
  • Ensures that all production changes are processed according to Change Management policies and procedures.
  • Ensures that appropriate levels of Quality Assurance have been met according to QMF standards for all changes/release implemented.
DR/BCP Management
  • Participate and support the DR / BCP related activities. Primarily responsible to follow the documentation given to migrate to DR/BCP.
Risk & Compliance
  • Responsible for adhering to the established process of Incident, Problem, Change and Release management. 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). Participate in internal / external risks and responsible for timely closure of audit action items.
Documentation
  • Create, Review and update Production Support documentation.
  • Update of contingency (DR/BCP) documentation and processes.
Reporting
  • Provide inputs to support manager for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items.
People / Training
  • Train L1 & L2 resources in the application/products supported by organising training sessions .
  • Participate in cross-training and knowledge transfer activities within support teams
Our Ideal Candidate
  • BE/MCA/MSC .
  • ITIL Certification preferred
Apply now to join the Bank for those with big career ambitions.,

Keyskills :
sales sla customerrelations delivery rootcauseanalysis environmentalimpactassessment rootcause dataconversion riskassessment qualityassurance changemanagement echnicalsupp statementsofw ksow

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