Job Summary
Looking for Technical Support role for Online and Mobile Banking platform, support engineer responsible will be diagnosing and troubleshoot application code.
Key Responsibilities
• Application Production support responsibilities and stability as part of SRE.
• Responsible for change management into production.
• Responsible for faster production incidents resumption, root cause identification, problem fixing
• Responsible for identifying & delivering improvement opportunities such as, Manual task automations, Performance/Throughput improvements, Batch optimisation etc, that will ultimately improve the production service/stability
• Responsible for identifying & implementing solutions to improve overall Tech operations efficiency, that should result in cost saves/avoidance
• Responsible to lead a team to ensure SLOs are met and SLIs are improved
• Act as a bridge between Build teams, interfaces teams and other key stakeholders.
• Production support (Shift & 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 & 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
Knowledge on ITIL practices
People & Talent
• Excellent communicator with strong command in English
• Expressive, creative and ability to think out-of-box
• Should have domain knowledge on Wealth and Retail Applications
Risk Management
• The ability to interpret and identify key risks issues in system and put in place appropriate controls and measures
• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees
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 & Stake holder management
• Execute Application Maintenance when needed
• Periodic SLA review and identify system improvement plans
• Prepare and amend application monitoring scripts
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
• Customer Care Unit
• Country Business
• Technology Support Team
• Data centre teams
Skills and Experience
- Minimum 9+ years of experience in application Production support responsibilities and stability as part of SRE
- JAVA / J2EE / Spring MVC, Spring Boot & Hibernate is mandatory
- Any one of the database DB 2 / Oracle / PostgreSQL
- Linux is must have
- Kubernetes is mandatory & AWS - Good to have
- Tomcat/Jboss must have skill
- Elasticsearch should have proficient user experience
- Grafana should have proficient user experience
- AI tools - GitHub Co-Pilot
- Willing to work in rotational shift including night shift (24*7 support)
Qualifications
• Bachelor degree with IT/ Computing or Higher.
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.