Situational Lead (Technology & Operations / Technology Services / Technical Support / J959)

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 19 May 18 2018-05-19

Situational Lead (Technology & Operations / Technology Services / Technical Support / J959)

Qualifications & Skills
· Post graduation degree with knowledge in Information technology.
· 12-15 Years of IT experience. Banking domain is desirable.
· Hands on Production support experience with at least 6-8 years managing Cash, Payments & Clearing systems.
· Hands-on working knowledge on Monitoring tools such as ITRS, BMC, Splunk, AppDynamics etc.,
· Very Good knowledge in 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 deployment environment
  • Excellent oral and written communication skills, ability to interact with business representatives.
· A certified PMP Professional. Good to Have.
· Good with stakeholder communication and able to liaise at the management level.
· Hands on Banking Domain Knowledge - Cash, Payments & Clearing
· Proficiency in SWIFTNet domain on various SWIFT Products (SAA/ SAG/ SNL/ SAB) based on various platforms such as AIX, Sun Solaris, and Windows
· Basic understanding of LAN, WAN and Firewall
· Advanced documentation skills to ensure that the knowledge repository is up-to-date.
Represent technology to our business and vendors encompassing for all production support

Job Purpose

· The role is accountable for strategic and operational leadership for production services across Cash, Clearing & Messaging domain
· Ensure maximum service quality and stability through fast and effective response to technical incidents, and to be a catalyst for change via analysis and identification of continual service improvement opportunities.
· Up-to-the-minute cognizance or awareness to move about, operate, or maintain payments systems.
· Tracks the adherence to SLA's / OLA's. Identified systemic issues, finds their root cause and provide white paper for such incidents.
· 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.
· Align the support model with PS / CnC to provide business opportunities for upliftment of monitoring
· Engage QA teams to enforce rigorous quality standards
· Provide the technical solutions that ensure that any outstanding risks are addressed within an acceptable timeframe when applicable to responsibilities as defined in the PSS framework.
· Proactively identify, assess, mitigate and monitor risks in the payments domain.

Key Responsibilities

Situation Awareness & Situation Management:
· Identification of the key elements or "events" that, in combination, serve to define the situation.
· Effective decision making in the tactical environment.
· Up-to-the-minute cognizance or awareness to move about, operate, or maintain payments systems.
· Comprehension of the current situation - A combination of comprehensive holistic pattern, or tactical situation to define the current status in operationally relevant terms in support of rapid decision making and action.
· Projection of the current situation into the future in an attempt to predict the evolution of the tactical situation. This supports short-term planning and option evaluation when time permits.
· Represent technology to our business and vendors encompassing all facets of production support.

Problem/Incident Management
· Primarily responsible for the stability of the production system. Ensures second and third level of support is in place for problem diagnosis and resolution as per the agreed SLA's.
· Tracks the adherence to SLA's / OLA's. Identified systemic issues, finds their root cause and provide analysis for such incidents - Improve resumption time for high severity & critical incidents (meet resumption SLAs)
· Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference
Pro-Active/Preventive Maintenance
· Responsible for identifying and provide assistance to the service improvement programs to improve the overall stability of the application.
· Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents - Migrate dashboards to strategic Hadoop based environment

· Establish Production Readiness Criteria that ensures development teams build fit-for-purpose applications before they go into production.
· Full alignment of critical applications into Global Batch monitoring standards and enterprise monitoring framework.
DR/BCP Management
· Participate and support the DR / BCP related activities.
· Responsible for maintaining the DR environment up-to-date with production and ensure DR documents and procedures are updated all time.
· Identify the point of failures in the application using tools like FEMA (Failure Mode Effects Analysis) and ensure BCP is available to mitigate the failures.
Monitoring & Reviews
· Scope and plan thematic risk / control reviews arising in-country.
· Plan and drive checks/ reviews in partnership with independent parties (where necessary), with senior management's agreement.
Instrumental to move from Proactive (or Reactive) towards Predictive state.