It's goal is 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. You are the customer- focused 'Service Team' with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools.
Your primary responsibility is to facilitate the restoration of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities. To drive the operations and culture where the customer and stakeholders are the first beneficiary
• To provide day today system support and system monitoring
• To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
• Apply customer service skills to draw any further required diagnosis information from customer
• Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
• Ensure customer satisfaction through improved service and quality
• Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers.
• Identify and highlight to the appropriate authority any service concern or improvement opportunity.
• Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations.
• Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
• Adherence to the specified standards of Quality and Audit / Risk requirements
• Working closely with developers, to review and under system package to be rollout in production environment.
• Highly organized individual able to work on multiple project streams and clearly display current progress
• Logging, Co-ordination & escalation of issues and incidents -
• Track incidents and provide regular updates to users on request status and progress.
• Trouble shooting – log file investigation and extract details for review
• Follow escalation procedures during outages and ensure root-cause analysis is performed.
• Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement
• Supply agreed metrics, KPI’s and trend reporting
• Escalate issues with any delays from upstream applications
• Escalate issues to the 2nd / 3rd line teams to keep within SLA.
• Ensure all new deployments have supplied correct documentation and training
• Maintain the support documentation to ensure all areas in scope are current and accurate
• Proactive approach to technology related activities
• To build relationship & network with all stakeholders
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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Experience in Hadoop framework, HDFS,
• Elasticsearch, shell script, python
• AWS, Devops, Rundeck,
• PostgreSQL, ,PL/SQL , Oracle, Linux commands.
• scala, spark ETL
• Kubernetes, Docker
Education
• Any graduations be, me, MS, BSC
Certifications
• Oracle, obiee, Hadoop any azure or AWS
Languages
• Pl/SQL, shell script, python
We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.
Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.
Visit our careers website to learn more about us: www.sc.com/careers.
