Job Summary

The ideal candidate will be responsible for managing the production support services for EFDNA usecases reports, ensuring their stability, performance, and availability. This role involves leading a team of support analysts, collaborating with various stakeholders, and continuously improving support processes.

Role can be based out of Chennai/Bangalore

Key Responsibilities

Oversee the day-to-day operations of the production support team for EFDNA reporting .
Ensure timely resolution of incidents, service requests, and issues.
Monitor application performance and availability, implementing proactive measures to prevent disruptions.
Lead, mentor, and develop a team of support analysts.
Assign tasks, manage workloads, and conduct performance evaluations.
Foster a collaborative and high-performing team environment.
Manage and prioritize incidents and problems, ensuring root cause analysis and permanent resolutions.
Coordinate with development, infrastructure, and business teams to resolve complex issues.
Maintain accurate incident and problem records and documentation.
Identify and implement process improvements to enhance the efficiency and effectiveness of production support services.
Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
Conduct regular reviews and audits of support processes and performance metrics.
Act as the primary point of contact for business users and stakeholders regarding production support matters.
Communicate effectively with stakeholders to provide status updates, manage expectations, and gather feedback.
Collaborate with development and project teams to ensure smooth transitions from development to production.
Ensure compliance with ITIL best practices, company policies, and regulatory requirements.
Implement and enforce security and data privacy standards for reporting applications.
Conduct regular audits and reviews to ensure adherence to governance frameworks

Qualifications

Bachelor’s/ Master’s degree in Information Technology, Computer Science

Skills and Experience

• Production Support 
• SRE
• EFDNA reporting

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.