Job Description

The Role Responsibilities

• Production support (Shift and Weekend Support).
• To resolve complex (L2) problem tickets.
• Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets.
• Knowledge to handle problem tickets of a more complex nature.
• Effective engagement with Country CTM/TSM for any critical issues.
• Ensure RCAs are performed for high severity issues.
• Provide timely workaround solutions for failing issue pattern which requires source code fix.
• Closely track of Digital Certificate expiry and timely renewal of certificates and implementation.
• Responsible for technical support, maintenance and documenting technical specification as part of a Production Support Team.
• L2 and L3 support with IAD (Impact analysis Document) preparation.
• Participate in DR activities.

Processes

Incident Management

• Manage High Severity Incidents and participate recovery activities.
• Manage Customer impacted non high severity Incidents and recovery activities.
• Prepare Impact Analysis for all incidents.
• Define incident action items and follow-up for closure.
• Manage application availability with defined outage and ensure SLA compliance.
• Perform routine Application Health checks.

Problem Management

• Root cause analysis for high impact incidents.
• Defining Preventive actions.
• Follow-up on preventive action implementation and closure.

Change Management

• Review all application changes and assess the impact.
• Review all infra changes and assess the impact.
• Review all interface changes.
• Implementation of changes in production.
• Verification of application health and availability.

People and Talent

• Good communication skill.
• Good stakeholder management skills.

Governance

Continuity Management

• Document new operating procedures based on new configuration deployments.
• Review and correct the existing Disaster Recovery Plans.
• Review and correct the existing BCP plans.
• Execute DR plans and ensure RTO SLA achieved.
• Create Action Plans for the DR improvements and follow-up for closure.

System Maintenance and Stake holder management

• Execute Application Maintenance when needed.
• Periodic SLA review and identify system improvement plans.
• Prepare and amend application monitoring scripts.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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 to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

• Customer Care Unit
• Country Business
• Other Technology Stakeholders
• Data centre teams

Our Ideal Candidate

• Bachelor in IT / Computing or Higher
• Knowledge on ITIL practices

Role Specific Technical Competencies

• JAVA / J2EE / Spring MVC, Spring Boot and Hibernate
• SQL and PL-SQL
• Oracle, DB2, MQ, Tomcat, Fuse, Struts, Control-M, JSP, LDAP, Linux, Cloud Delivery, Elastic Search, Kibana, Flunetd, JBOSS, Promethus, Web Security, CDN (content Delivery Network), ITRS, AppD, SysDig

\xc2\xadAbout Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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