Senior Support Specialist

Job Summary

This key position is an exciting opportunity within Markets Production Management. You will be under production support team responsible to provide day to day systems support on a 7* 24 shift schedule, working closely with development teams to understand, review and apply system change to production environment.

• To provide day to day system support and system monitoring, e.g. ITRS and Control-M, escalate issues with any delays from upstream applications
• Act as a co-ordination point where there are complex / multiple areas affected by an incident / issue. Track incidents and provide regular updates to users on request status and progress, drive or lead the fast resolution.
• Acting as the SME of appointed applications. Deep understanding of the application design and able to provide quick fix on any production issue, drive the decrease of production incidents. The target applications could be changed based on the time and business need.
• Supply agreed metrics, KPI’s and trend reporting. Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement.
• Review production changes and ensure adhere to change control. Partner with different teams to integrate testing results into change acceptance criteria.
• Working closely with developers, to review and under system package to be rollout in production environment.
• Drive CIO for bug fix resolution or application enhancements to improve PSS supportability of the platform.
• Responsible for the review of OLA with upstream and downstream, maintain the support documentation to ensure all areas in scope are current and accurate, ensure all new deployments have supplied correct documentation and training.
• Ensuring full and timely responses on any PID, CVE/CVM/CCM, Network segregation or other non-listed Security related requests and actions.
• Able to apply SRE principles in daily jobs and continuously find opportunity to improve system reliability.
• Contribute to automation on Reboot, Health Check, DR and deployment/Rollback.
• Able to pick up any ad-hoc task.

Key Responsibilities

Governance

• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures.

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

• Dev/QA/Release Management
• Infrastructure partners
• Trading, Sales, Quants, Client Services

Skills and Experience

• Scripting
• Database (Oracle preferred)
• UNIX (Scripting experience preferred)
• Big Data
• API
• CI/CD
• Monitoring

Qualifications

• Education: University Degree
• Certifications: ITIL foundation/SRE (preferred)
• Minimum 5 years of work experience supporting financial markets application in an IT department.
• Ability to own and drive small/ad-hoc project work and deliver to its closure
• Excellent communication (both written and verbal) and analytical skills
• Self starter, able to self manage with strong collaboration skills and able to interact effectively with others.
• Good understanding in infrastructure setup, OS management, capacity review
• Good understanding in networking concepts and ability to troubleshoot and understand latency issues
• Ability to work under pressure, multi-task and deliver.

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.