Job Summary

•    Act as a bridge between Development, Operations and Business Team 
•    Lead and guide teams of support analysts in global & hub locations.
•    Contribute to seamless management of high critical incidents resumption and ensuring systematic communication to stakeholders by working closely with SME’s, root cause identification and defects fixing.
•    Strong stakeholder management is necessary with CIO, Senior Managers in TS, Country CTMs covering respective applications, Key Business Users.
•    Handle day to day operational issues including daily health checks of applications and processes, working closely with end users, CIO team (developers) and infrastructure teams, to prioritise and resolve tickets to provide work arounds.
•    Responsible for identifying & delivering improvement opportunities such as manual task automations, performance/throughput improvements, batch optimisation, and so on, that will create efficiencies and optimize technical processing (SIP initiatives- system improvement plans), thereby improving production service/stability.
•    Responsible for identifying & implementing solutions to improve overall Operations efficiency, that should result in cost saves/avoidance.
•    Ownership of the observability platform for production engineering Risk and issues escalation and management
•    Manage SLAs with internal and external teams, as well as 3rd party vendors
•    Able to accurately estimate development efforts, timelines and task plans for projects involving application
•    Identify opportunities to eliminate all manual and repeatable activities. 
•    Promote a collaborative team environment that fosters creativity, innovation and high performance
•    Ensure team members maintain high standard of professionalism in every aspect of their work
•    To communicate and be the focal point of dissemination of information from management to the team and vice versa
•    Attend technology and business working committees
•    To identify and acknowledge team members’ strengths and nurture their skills to benefit the team.
•    Strong, people relationship management - International exposure; ability to handle cultural diversity.
•    Drive proficiency in the team in building strategic alliances and maintaining successful stakeholder relationships through effective communication while providing service that exceeds expectations
•    Good understanding of Technology GRC and controls in all disciplines and technology domains
•    Self-driven and independent; rigorous and analytical approach to risk management, with high attention to detail and effective control execution and due diligence
•    Gravitas and leadership skills to effectively work in partnership with colleagues globally within the business
•    Maintain detailed working knowledge of relevant laws and regulations, industry trends, and security products
•    Proven experience in leading initiatives, discussions, and coordination of many dependencies in a complex and challenging circumstances

Key Responsibilities

Strategy
•    Play as a team member in SRE team to enhance application and infrastructure resiliency of service through self-healing and automated failovers - target a 99.9% up-time to customers.
•    Oversee the planned/unplanned disruption of production infrastructure to ensure accountability for building resilient, always-on systems.
•    Build resilience into the application so underlying system failures are handled gracefully and do not impact end users. Influence design/development teams to always be thinking of the rainy-day scenarios. 

Availability/Reliability
•    Take responsibility for meeting SLA/XLA expectations around the operability and reliability of our critical user service journeys, where our customers expect a 24x7 digital service offering. Examples of “always on” techniques to be used include caching, circuit breakers, dark and canary releases, store and service patterns and alternate user experience flows.

Latency & Performance
•    Drive conversation around development velocity using SLIs/SLOs data to ensure development velocity vs. service reliability is optimized in partnership with Product Teams
•    Iteratively review SLI/SLO/Error Budget policy to ensure the quantitative indicators of customer experience are accurate
•    Where an increased focus on reliability is required influence senior stakeholders to ensure resourcing / effort is made available

Business
•    Identify opportunities to eliminate all manual and repeatable activities (toil) via tooling and automation
•    Reduce the number of repeat incidents by permanently fixing the underlying root cause of issues
•    Functional knowledge of Cash Products and Payment schemes 

Processes

Transition to Production
•    Champion and evolve continuous delivery best practice standards to reduce release related incidents, manual hands-off and achieve our aspiration of “zero ops”
•    Partner with development teams to ensure applications are designed with scale, resilience, and performance in mind.

Monitoring
•    Optimize monitoring to reduce false positive alerts
•    Creatively deepen monitoring capabilities leveraging the 3 tenets of observability – logs, metrics and traces
•    Ensure all critical user service journeys are traceable end to end
•    Ensure Production Solutions are fit for purpose. Where gaps are identified put a plan in place to uplift the toolsetPeople & Talent*
•    Collaborate with global teams in the production engineering, Development, Infrastructure, and regional team leads 

Risk Management
•    Identify key issues in the business areas being supported, and based on this information, put in place appropriate controls and measures to assess, monitor, control & mitigate risks.
•    Ensure a full understanding of the risk and control environment within Technology Services. 
•    Ensure support procedures are in place and adhere to Group Security & Audit policies within Technology Services.
•    Active engagement with all audit issues arising in this support environment

Governance
•    Responsible for assessing the effectiveness of the governance, oversight and controls and, if necessary, oversee changes in these areas
•    Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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.
•    [Fill in for  regulated roles] 
•    Lead the [country / business unit / function/XXX [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].
[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
•    Serve as a Director of the Board of [insert name of entities]
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 
Key stakeholders

Business Heads in the country and the group
Domain Heads in Tech Services 
Country CIO and CTM
Business CIO
Hive Lead and Chapter Leads 
Product Owners 

Other Responsibilities
Embed Here for good and Group’s brand and values in XXXX [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

•    Design Highly scalable and robust application architecture, Class Structures and Flows independently and on-time delivery without compromise on quality.
•    Application Debugging and production issue investigation
•    Requirement analysis, discussion with stakeholders and technical team.
•    Proper documentation and Delivery following Agile delivery model 
•    Lead the team on technical design and guide to resolve complex technical issues
•    Weekly status report to senior management
•    Follow SCB standards and Compliance

Skills and Experience

PYTHON
BASH
UNIX/Linux, AIX 
Prometheus, ITRS Geneos, Prognosis (IR) or equivalent monitoring systems
ELK, Grafana
Apache Kafka, IBM MQ, Solace

Ansible

Control-M 

Database and SQL 
Web Application Servers (Jboss, Apache)
SWIFT Messaging

Qualifications

EDUCATION     A BACHELOR'S DEGREE OR MASTERS IN COMPUTER SCIENCE (CS) OR INFORMATION TECHNOLOGY (IT)
TRAINING     ITIL     
LANGUAGES     PYTHON, BASH, SQL

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.