This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Summary
- Act as a bridge between Development & Operations.
- Lead and guide teams of support analysts in global & hub locations
- Contribute to seamless management of high critical incidents resumption and ensuring systematic communication to stakeholders by working closely with SME's, root cause identification and defects fixing.
- Strong stakeholder management is necessary with CIO, Senior Managers in TS, Country CTMs covering respective applications, Key Business Users.
- Handle day to day operational issues including daily health checks of applications and processes, working closely with end users, CIO team (developers) and infrastructure teams, to prioritise and resolve tickets to provide work arounds.
- Responsible for identifying & delivering improvement opportunities such as manual task automations, performance / throughput improvements, batch optimisation, and so on, that will create efficiencies and optimize technical processing (SIP initiatives- system improvement plans), thereby improving production service / stability.
- Responsible for identifying & implementing solutions to improve overall Operations efficiency, that should result in cost saves / avoidance.
- Ownership of the observability platform for production engineering Risk and issues escalation and management
- Manage SLAs with internal and external teams, as well as 3rd party vendors
- Able to accurately estimate development efforts, timelines and task plans for projects involving application
- Identify opportunities to eliminate all manual and repeatable activities.
- Promote a collaborative team environment that fosters creativity, innovation and high performance
- Ensure team members maintain high standard of professionalism in every aspect of their work
- To communicate and be the focal point of dissemination of information from management to the team and vice versa
- Attend technology and business working committees
- To identify and acknowledge team members' strengths and nurture their skills to benefit the team.
- Strong, people relationship management - International exposure; ability to handle cultural diversity.
Key Responsibilities
Drive proficiency in the team in building strategic alliances and maintaining successful stakeholder relationships through effective communication while providing service that exceeds expectationsGood understanding of Technology GRC and controls in all disciplines and technology domainsSelf-driven and independent; rigorous and analytical approach to risk management, with high attention to detail and effective control execution and due diligenceGravitas and leadership skills to effectively work in partnership with colleagues globally within the businessMaintain detailed working knowledge of relevant laws and regulations, industry trends, and security productsProven experience in leading initiatives, discussions, and coordination of many dependencies in a complex and challenging circumstancesStrategy
Resiliency
Play as a team member in SRE team to enhance application and infrastructure resiliency of service through self-healing and automated failovers - target a 99.9% up-time to customers.Oversee the planned / unplanned disruption of production infrastructure to ensure accountability for building resilient, always-on systems.Build resilience into the application so underlying system failures are handled gracefully and do not impact end users. Influence design / development teams to always be thinking of the rainy-day scenarios.Efficiency
Identify opportunities to eliminate all manual and repeatable activities (toil) via tooling and automationReduce the number of repeat incidents by permanently fixing the underlying root cause of issuesCapacity Planning
Develop automated predictive analysis of future capacity needs and drive the proactive upgrade of service capacity well in advanceUsing Standard Chartered' s SDI (Software Defined Infrastructure) develop auto-scaling to deliver robust resilience to fluctuations in critical service demandContinuously monitor service demand / capacity for any discrepancies or spikesBusiness
Availability / ReliabilityTake responsibility for meeting SLA / XLA expectations around the operability and reliability of our critical user service journeys, where our customers expect a 24x7 digital service offering. Examples of "always on" techniques to be used include caching, circuit breakers, dark and canary releases, store and service patterns and alternate user experience flows.Latency & Performance
Drive conversation around development velocity using SLIs / SLOs data to ensure development velocity vs. service reliability is optimized in partnership with Product TeamsIteratively review SLI / SLO / Error Budget policy to ensure the quantitative indicators of customer experience are accurateWhere an increased focus on reliability is required influence senior stakeholders to ensure resourcing / effort is made availableProcesses
Transition to ProductionChampion and evolve continuous delivery best practice standards to reduce release related incidents, manual hands-off and achieve our aspiration of "zero ops"Partner with development teams to ensure applications are designed with scale, resilience, and performance in mind.Monitoring
Optimize monitoring to reduce false positive alertsCreatively deepen monitoring capabilities leveraging the 3 tenets of observability - logs, metrics and tracesEnsure all critical user service journeys are traceable end to endEnsure Production Solutions are fit for purpose. Where gaps are identified put a plan in place to uplift the toolsetPeople & Talent
Collaborate with global teams in the production engineering, Development, Infrastructure, and regional team leadsRisk Management
Identify key issues in the business areas being supported, and based on this information, put in place appropriate controls and measures to assess, monitor, control & mitigate risks.Ensure a full understanding of the risk and control environment within Technology Services.Ensure support procedures are in place and adhere to Group Security & Audit policies within Technology Services.Active engagement with all audit issues arising in this support environmentGovernance
Responsible for assessing the effectiveness of the governance, oversight and controls and, if necessary, oversee changes in these areasAwareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.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
Business Heads in the country and the groupDomain Heads in Tech ServicesCountry CIO and CTMBusiness CIODevelopment HeadProduct OwnersOther Responsibilities
Embed Here for good and Group's brand and values in [TB Cash Production Engineering, China, Cash]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);Design Highly scalable and robust application architecture, Class Structures and Flows independently and on-time delivery without compromise on quality.
Application Debugging and production issue investigationRequirement analysis, discussion with stakeholders and technical team.Proper documentation and Delivery following Agile delivery modelLead the team on technical design and guide to resolve complex technical issuesWeekly status report to senior managementFollow SCB standards and ComplianceQualifications
Bachelor or master's degree (or equivalent degree) in computer science, computer engineering or electrical engineering.5+ years of overall IT experience in Development / Production Support / Devops / SRESoft Skills
Proficient in spoken and written EnglishGood communication and collaboration skills along with team management and teamwork spirit.Strong ownership of technical solutions and problem-solving skillsSkills and Experience
Bachelor or master's degree (or equivalent degree) in computer science, computer engineering or electrical engineering.5+ years of overall IT experience in SRE / DevOps / Development / Production SupportSoft Skills
Proficient in spoken and written EnglishGood communication and collaboration skills along with team management and teamwork spirit.Strong ownership of technical solutions and problem-solving skillsSkills and Experience
Python / Shell ScriptingUNIX / Linux, AIXPrognosis, ITRS, Prometheus, Elasticsearch, Grafana or equivalent monitoring toolsDevOps Tools (or equivalent) Automation experience with at least one configuration and deployment management systems such as Ansible, Chef or Puppet.CI / CD pipelines. Experience in Azure DevOps will be a strong plus.Apache Kafka, IBM MQ, Solace (or equivalent)Java, MicroservicesInfrastructure - Networking / Database (oracle) / web servicesSWIFT messaging and knowledge about banking / payment system will be a strong plusAbout 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.
