Technology Service Manager Technology Service Manager …

Standard Chartered Bank
in Hong Kong
Permanent, Full time
Last application, 26 Feb 21
Standard Chartered Bank
in Hong Kong
Permanent, Full time
Last application, 26 Feb 21
Standard Chartered Bank
Technology Service Manager
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

Monitoring and Situational Awareness:
  • Receive and Respond to critical alerts from Client Journey monitoring systems,
  • Trigger the Major Incident Management process if necessary.
  • Review dashboard and monitoring effectiveness.
  • Lead initiatives for continuous improvement of monitoring tools and processes.
  • Keep abreast of planned system changes, business campaigns and economic, political, social and environmental factors 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.
Relationship Management:
  • Build rapport with key business (particularly Client Care Centre) 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.
Incident Management:
  • Triage incident reports to assess actual or potential client / business impact.
  • Trigger the Major Incident Management process for incidents impacting clients
  • Assess the Priority of incidents according to the agreed Priority Matrix.
  • Act as an overall Situation Manager to ensure the right resources are mobilized and that incident investigation and resolution is progressing effectively.
  • Manage incident bridges to ensure technology responders are able to effectively work towards resolution and non-technology stakeholders are given proper updates on impact, work arounds, status and progress without interrupting resolution activities.
  • Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.
  • Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.
  • Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.
  • Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.
Knowledge Management
  • Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences.
  • Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly in regard to monitoring, mobilization, response, and recovery action improvements.
  • Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
  • Collect business impact details for sharing with relevant stakeholders
  • Ensure outage and impact details are recorded accurately in source systems such as Remedy - to ensure timeliness and accuracy of reporting.
  • Facilitate reporting on incident trends and thematic analysis.
SRE / Problem Management
  • Trigger and attend RCA discussions & share lessons learned in terms of incident detection, mobilization, diagnosis, and recovery.
  • Conduct debrief discussions (lite RCA process) for Low priority incidents when required.
  • Responsible for identifying and providing feedback and prioritization assistance to Production Support and SRE teams.
  • Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents, and where applicable, assist in the development, testing and implementation of software solutions.
  • Contribute to the identification and documentation of failure points using tools like FEMA (Failure Mode Effects Analysis), Jira, etc.
Our Ideal Candidate
  • Bachelor degree with knowledge in Information technology.
  • Solid IT experience. Banking domain is desirable.
  • Hands on software engineering / development experience and / or support experience in areas of application support, network engineering or unix administration. Banking domain is desirable.
  • Good knowledge on Monitoring tools such as ITRS, BMC, Splunk, ELK, AppDynamics etc.
  • Good knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies and familiarity with key cloud concepts is a plus.
  • 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.
  • Familiar with Agile methodologies and tools such as Jira.
  • Familiar with SRE (Site Reliability Engineering) concepts
  • Knowledge of ITIL - good to Have.
  • Basic understanding of network topologies and concepts such as LAN, WAN and Firewalls
  • Experience with Remedy, or Service Now is a plus.

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.
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