Job Description

Job Summary
As the Support Engineer, Production Operations, you will play a critical role in managing the production support activities for the Central Monitoring and Observability Platform which provided insights of internal state of the bank's application and infrastructure services visible to stakeholders for troubleshooting, performance analysis, capacity planning, and reporting. You will contribute to ensure the availability of the the bank's central monitoring and observability platform and tooling to enable product owners, developers, and operators to efficiently trace performance problems to their source and map their application performance to business objectives.
Key Responsibilities
Strategy

• Awareness and understanding of the TTO'25 business strategy and model appropriate to the role. Support and the enablement of the Central Monitoring & Observability strategy, goals and objectives by developing prioritized features aligned to the Catalyst and Tech Simplification programmes.

Business

• The Monitoring & Observability Platform team is a global team ensuring the design, development, delivery & support of the bank's central monitoring and observability services for all TTO teams (technology domains).

• The ideal candidate will possess a deep understanding of in one or more of the platform technologies (Elastic Observability, Grafana Observability or ITRS Geneos) and its other required capabilities, such as Kafka messaging, database management, enabling the design, development, implementation, and management of the central solution, integrating advanced technological tools and techniques, and overseeing large-scale enterprise-level implementations.

Processes

• As the Support Engineer, Production Operations, you will play a crucial role in ensuring the stability, reliability, and performance of our applications and platform, thereby enabling our organization to deliver exceptional services to our internal stakeholders.

People & Talent

• Actively engaging in stakeholders' conversations, providing timely, clear and actionable feedback to deliver solution within timeline.

Risk Management

• The ability to interpret the Group's technical and security (ICS) control requirements and information to identify potential risks and key issues based on this information and put in place appropriate controls and measures to mitigate or minimize risk to the central monitoring & observability platform delivery.

Governance

• Awareness and understanding of Incident / Change / Problem management
• Responsible for adhering to the effectiveness of the central monitoring and observability platform deliver governance, based on oversight and controls of the eSDLC framework.

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.

Key stakeholders

• TTO CIO Development teams
• TTO Product Owners
• TTO SRE / PSS
• TTO Cloud Engineering
• ET Foundation Service Owners

Other Responsibilities
Embed Here for good and Group's brand and values in the Observability Platform Team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions.

• Participate in solution architecture / design consulting, platform management, and capacity planning activities
• Create sustainable solutions and services through automation and service uplifts within monitoring and observability disciplines
• Daily tasks include providing Level 2 / Level 3 support to delivered solutions. This means solving incidents and problems and applying changes according to the bank's defined processes.

Skills and Experience
Our ideal candidate should have overall minimum of 8+ years of IT experience out of which 3+ years in

• Bachelor Degree in Computer Science or Information Systems or equivalent applicable experience
• Managing Incidents, change and problem management activties
• Demonstrated ability using and administering (core to advanced knowledge) of 2 or more of the following technologies:

o AWS EC2 / EKS / AKS / K8s administration and deployments
o Confluent and/or Apache Kafka administration.
o ADO / Devops tools
o Unix / Windows Administration
o OpenTelemetry Metrics, Logs, Tracing
o Prometheus / Alert Manager
o Synthetic Monitoring libraries
o APM tools such as Elastic APM or others

• Intermediate experience with Software development domain and principles, including design patterns, code structure, programming languages, continuous integration (Git/SVN), continuous deployment (Azure Pipelines), and deployment orchestration (Chef, puppet, or equivalent)
• Experience with Shell scripting.
• Experience with network protocols and certificate management
• Intermediate understanding of the IT & Network infrastructure
• Intermediate troubleshooting knowledge
• Experience with Agile and Lean methodologies a big plus to produce in a fast-paced environment.
• Excellent communication skills both written and verbal and presentation skills
• ITOM/ITSM Integration experience. ServiceNow ITOM (Event Mgmt. & Operational Intelligence) experience Strong people management experience
• Nice to have AIOps (Artificial Intelligence Ops) strategy practice, implementation or on depth awareness.

Qualifications

• CERTIFICATIONS: Any Monitoring or Observability product certifications, such as ElasticSearch, Grafana or ITRS Geneos. Any of the following platform certifications:
• Certified Kubernetes Administrator (CKA)
• Kubernetes and Cloud Native Associate (KCNA)
• Certified Administrator for Apache Kafka
• Red Hat Certified Specialist in Event-Driven Development with Kafka
• AWS Certified SysOps Administrator - Associate
• LANGUAGES:English

Role Specific Technical Competencies

• Agile Delivery
• Application Delivery Process
• Software Engineering
• Software Product Technical Knowledge
• Software Quality Assurance
• Cloud Computing
• Cloud Resource Management

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer
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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.

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Skills Required