Support Manager

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 25 May 18 2018-05-25

Support Manager

Leading the way in International Banking. We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise - here for good. See our Brand and Values

We are currently looking for Support Manager

• To Lead & support day to day management of Wealth Application Support team (PSS) ensuring all issues are dealt with in line with the SLA's & OLA's
• other supporting documentation that relates to the support activities of the concerned applications.
• Issue reporting will also supply details of any identified root cause and permanent resolution with target completion date(s)
• Ensure continuity of service and stability
• Incident management and co-ordination
• Escalate recurring issues to the relevant Dev team through proper escalation to maintain the stability and integrity of the environment
• Undertake Batch processing reviews to ensure performance and service integrity is maintained
• Management of the contact / escalation information, ensuring the teams keep their information current
• Ensure all Start of day checks continue to meet requirements
• Ensure all monitoring and reporting meets requirements
• Incident management and co-ordination
• Publish and enhance Daily, Weekly, Monthly reports covering incidents, processing profiles & changes
• Highlight recurring issues to the relevant Dev team to maintain the stability and integrity of the environment
• Undertake Batch processing reviews to ensure performance and service integrity is maintained
• Management of the contact / escalation information, ensuring the teams keep their information current
• Support Procedures reviews and maintenance
• Work with Vendor / Development / Central IT teams / Architects to enhance existing services through reviews and planned change
• Ensure all Start of day checks continue to meet requirements
• Ensure all monitoring and reporting meets requirements
• Work on automations & system improvements plan for application stability & efficency
• Enhance and refine the standards for running processing within Pre-Production and Production
• Assist with performance & capacity management reviews
• Work with development on the integration of Applications to use the required tools
• Assist the Dev teams with the integration of the monitoring and alerting services
• Entitlements management - Directly or with internal support functions

Functional skills:
• Good Banking and Wealth Markets knowledge
• Good appreciation / understanding of Front, Middle and Back office processes
• Service Management - ITIL orientated preferred
Soft skills:
• Motivated
• Proactive
• Self starter
• Good team spirit

Proposition - A diverse culture
We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now...