Job Description

Role Responsibilities

Job Summary*

Define key responsibilities to reflect the duties and responsibilities of this role.

• Responsible for supporting, maintenance and documenting technical specification as part of a Production Support Team.
• Provide end-to-end support and implement resolution to resolve incident tickets.
• Analyse the Change impact in production environment. Provide change implementation support.
• Perform production support activities by:
• providing root caused analysis and resolution within the specified SLA
• System maintenance
• Capacity Planning
• Data Analysis

• Involved in the project reviews and identify the potential gaps in the system design and all the non functional requirements before rollout the system in production environment.
• Involved in High Severity Incident resolutions.
• Ensure RCAs are performed for high severity issues.
• Continuously coaching and up-skill the PSS staffs on product and technical knowledge to handle problem tickets of a more complex nature.
• Effective engagement with Country Business/CTM/TSM/ for any critical issues.
• Perform capacity review to ensure the systems still able to cope with the business volume growth.
• Strongly influences control procedures and processes that exist in relation to the deployment of technology (within the area of specialization)
• Experience in Risk management, audit compliance and vendor management
• Excellent problem-solving and troubleshooting skills.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• A process improvement mindset.
• Software maintenance and testing capability.
• Vendor relations.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer-service focus.
• Collaborative mindset.
• Hands-on problem-solving ability.

Strategy*

• Responsibilities related to the delivery of Technology support and Technology objectives, SLA management and audit compliance in which the Group operates

Business*

• Responsible for CPBB Digital Channel, Omni Channel, Technology & Innovation

Processes*

• Responsible for executing and supporting the technology and innovation processes, system deployment and stabilisation, system compliance and vendor SLA management

People & Talent *

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with other tech team, risk and control partners.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Engage and retain high quality people, with succession planning for critical roles.

Risk Management*

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.

Governance *

• Responsibilities relating to the planning, structure, frameworks (e.g. processes and policies) and overall technologies standard

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.

• Lead the Malaysia / Technology & Innovation / Technology Support team to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles

Key stakeholders*

• Technology & Innovation, CPBB Omni Channel, Digital Channel, CPBB

Other Responsibilities*

• Embed Here for good and Group\xe2\x80\x99s brand and values in India / Technology & Innovation / Technology Support team Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Qualifications*

Training, licenses, memberships and certifications

• Bachelor Degree of IT Computing
• Avaya Certification, Genesys Certification, Agile, ITIL, SCRUM, DevOps

ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS*

At least 13 - 18 years of experience in Call Centre Solutions. * Good analytical and problem solving skills.

• Able to interact and communicate well with users & business stakeholders
• Have technical knowledge and hands on experience on Call Centre Solutions such as Avaya Framework and CTI components, Avaya POM (Predictive Dialer System), Avaya CM/SM, Avaya email, Video Banking, voice biometric, OTP, TPIN authentication, OCP, Postgres DB, Genesys Dialer, Verint Recorder, Avaya Oceania etc Core
• Have technical knowledge and hands on experience on Java architecture/framework such as Struts, Spring MVC, Hibernate, CXF, Castor, etc Entry
• Experience in DB2, Oracle DB objects/design such as Stored Procedure, View, Trigger, etc.
• Having hands on experience on various operating systems such as Linux, Windows, and good in shell scripting Entry
• Multi-tasking abilities Core

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:

• 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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