Job Description

Role Responsibilities

Situational Awareness & Monitoring:

• Keep abreast of planned system changes, business campaigns and economic, political, social and environmental factors that may impact service stability and continuity to facilitate implementation of mitigating measures and rapid response to technology issues that may arise.
• Use situational knowledge to correlate system anomalies with potential situational causes.
• Respond to critical alerts from monitoring systems, by ensuring that relevant support teams have received the alert and are responding. Trigger the Major Incident Management process if necessary.
• Review dashboard and monitoring effectiveness.
• Lead initiatives for continuous improvement of monitoring tools and processes.

Relationship Management:

• Build rapport with key business (particularly Client Care Centre) management, and Country Technology Management teams.
• Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work arounds and contingency arrangements.

Incident Management:

• Triage incident reported to assess actual or potential client / business impact.
• Trigger the Major Incident Management process for incidents impacting clients or operation users
• Assess the initial impact of incidents according to the agreed Priority Matrix.
• Act as an overall Situation Manager to ensure the right resources are mobilized and that incident investigation and resolution is progressing effectively.
• Manage incident bridges to ensure technology responders are able to effectively work towards resolution and non-technology stakeholders are given proper updates on impact, work arounds, status and progress without interrupting resolution activities.

Communication

• Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.
• Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.
• Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.
• Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.

Knowledge Management

• Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences.
• Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly in regards to monitoring, mobilization, response, and recovery action improvements.
• Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
• Collect business impact details for sharing with relevant stakeholders
• Ensure outage and impact details are recorded accurately in source systems such as CXLive, ServiceNow \xe2\x80\x93 to ensure timeliness and accuracy of reporting.
• Facilitate reporting on incident trends and thematic analysis.

Pro-Active/Preventive Maintenance

• Responsible for identifying and providing assistance to 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
• Participate in relevant processes to ensure development teams build fit-for-purpose applications before they go into production.

People / Training

• Participate in training programs to continuously deepen knowledge of the business, technology stacks, applications, and contingency arrangements across all CPBB services.
• Contribute to the identification and documentation of failure points using tools like FEMA (Failure Mode Effects Analysis) and ensure BCP is available to mitigate the failures.

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * 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.
• Lead the [country / business unit / function/[team] 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.]

Key stakeholders

• All technology staff involved in delivering and supporting customers
• TTO Domain Heads, their MTs and teams.
• Regional/Country CIOs & Technology Management teams and Chief Executive Officers
• TTO Management Team
• Tech Support Managers
• Business Strategic and BAU Management Owner.

Our Ideal Candidate

• Bachelor\xe2\x80\x99s degree or with relevant experience in Information Technology with 6-8 years of experience in ITIL Incident Management space, exposure preferably in the banking industry.
• Knowledge of monitoring tools such as ITRS, Grafana, AppDynamics etc is a plus
• Experience using Service Now and knowledge management tools is a plus.
• Candidate willing to work in shift
• IT Incident Management Advanced
• Problem Management Advanced
• Change Management Core
• Technical Troubleshooting Core
• Spoken and Written Communication Skill
• Service Platform Operations
• Good oral and written English communication skills, ability to interact with business representatives and senior management.

About 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:

\xc2\xb7 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

\xc2\xb7 Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

\xc2\xb7 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.

\xc2\xb7 Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations

\xc2\xb7 Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum

\xc2\xb7 Flexible working options based around home and office locations, with flexible working patterns

\xc2\xb7 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

\xc2\xb7 A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning

\xc2\xb7 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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