About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.
This in turn helps us to provide better support to our broad client base. The Role Responsibilities
Ensure maximum service quality and stability through fast and effective identification of, and response to, technical incidents.
Accountable for providing a strategic and operational leadership and face off internal Customers, Country Technology teams and other key stake holders across the Ops Automation space
Full understanding, in financial terms, the value of IT services, asset and the cost of provisioning services to business at a defined quality standard.
Develop a deep understanding of the business and technology services and advise stakeholders on available work arounds and contingency arrangements.
Be a catalyst for change via analysis and identification of service improvement opportunities.
Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents.
Proactively identify, assess, mitigate and monitor risks in the domain.
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.
Build rapport with key business 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.
Triage incident reports to assess actual or potential client / business impact.
Trigger Major Incident Management process for incidents impacting clients
Manage incident bridges to ensure technology responders can effectively work towards resolution and non-technology stakeholders are given proper updates on impact, work arounds, status and progress without interrupting resolution activities.
Enhances, defines and drives a full, independent and transparent Innovation strategy align with CIO strategy and investment appetite.
Ensure delivery of stable, robust infrastructure services to meet CIO needs via active management of infrastructure demand and supply, improve speed and quality of delivery, drive continual improvement.
Formulate best practices and apply agreed methodologies in infrastructure and application support thereby leading, to improve maturity and quality of service.
Lead global transformational initiatives (Agile, BE, etc.) in the areas where applicable to ensure that technology process outcomes are in accordance with our organization’s strategic goals.
Lead FMEA across Ops Automation space.
Work with Business CIO stakeholders in partnership with Engineering teams to understand emerging demand, communicate the demand pipeline and prioritize requests for delivery.
Work with Business CIO stakeholders to identify the opportunities for the betterment of product capabilities
Communicate the infrastructure strategy and roadmap to the Business CIO stakeholders.
Support Business CIO in the technology efficiency and cost of services, driving / contributing technology refresh, improving Business & CIO satisfaction, and collecting feedback for future improvements.
Identify, mitigate and communicate key assumptions, issues and risks associated with deliverables to Business CIO stakeholders and Governance Committees.
Take accountability for successful end-to-end delivery of the infrastructure requirements across the portfolio.
Ensure Service metrics are closely monitored and help improve the stability and quality of services provided.
Focus on Continuous Service Improvement and help drive efficiency to Business stakeholders.
Be responsible to Global Head FSTS PSS and Ops Automation Engineering Head for proactive identification of technology failures and issues.
People and Talent
Lead through example and build appropriate culture and values. Sets appropriate tone and expectations for their team and work in collaboration with risk and control partners.
Foster productive working relationships within technology
Employ, engage and retain high-quality people such that the FSTS Management team is enabled to deliver its obligations.
Ensure provision of ongoing training and development, ensure that direct reports are suitably skilled and qualified for their roles and that they have effective supervision in place to mitigate any risks.
Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
Empower next level of leadership to ensure no resource risk.
Work closely with the team to engage and develop their career aspirations
Manage people and their development in line with the banks people management framework.
Has line management responsibility for quality and risk control in overall infrastructure solution and delivery processes.
Ensure internal processes, standards and risk compliance (including security, regulatory and audit requirements) are met.
Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within appropriate timeframe and escalated through the relevant committees.
As required, act as risk control owner under the Group’s risk management framework at appropriate level.
Balance business performance delivery and technology cost management constraints with risk and control matters to ensure they do not materially threaten the Group’s ability to remain within risk appetite.
Ensure focus and effective support of internal and external audit activities.
Embed the Group’s values and code of conduct in Ops Automation team to ensure adherence to the highest standards of ethics and compliance with relevant policies, processes and regulations among employees form part of the culture.
Ensure compliance with all salient SCB governance frameworks where there are direct touchpoints with them or any subsequent downstream influence from team’s aspect.
Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements.
This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
Manage the PSS team to budgetary constraints, seeking operational efficiencies and innovations to drive technology cost reduction.
FSTS PSS Management Team
FSTS Ops Automation Management Team
Business CIOs Management Team
Our Ideal Candidate
Overall experience of 15 years in Information Technology preferably in Financial sector.
Awareness of OCR, Workflow, Document based technologies
High level knowledge on cogitative technology (NLP, AI)
Knowledge on Security requirements
Hands on Production support experience with at least 8-10 years managing Retail Product, Digital Channels, Payments or Workflow systems.
Good knowledge on Monitoring tools such as ITRS, BMC, Splunk, AppDynamics etc.,
Good knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies
Proven experience in co-ordination of many dependencies and multiple demanding stakeholders in a complex, large-scale international environment
Excellent oral and written communication skills, ability to interact with business representatives and senior management.
Knowledge of ITIL - good to Have.
Familiar with Agile methodologies and tools such as Jira.
Basic understanding of network topologies and concepts such as LAN, WAN and Firewall
Risk Management and Control : the ability to identify, assess, monitor, control and mitigate risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them.
Financial Analysis and Control : the ability to interpret the firm’s financial information, identify key issues based on this information and put in place appropriate controls and measures.
Governance, Oversight and Controls : the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
Experience with all phases of the whole life cycle of IT investments including stakeholder management, business case development, defining specifications and scope, SOW / contracts, financial estimating and costing, and detail work plans.
Ability to communicate effectively with executive management, clients and other stakeholders.
Strong management, leadership, problem solving, motivational and interpersonal skills
Guiding and Coaching 15 to 20-member team in problem solving and fixing technical issues.
Ability to drive collaborative initiatives with strong communication skill in both verbal and written communication as well as pictorial presentations.