Job Summary

Standard Chartered Bank is seeking an experienced SAP Business Technology Platform (BTP) Application Support Manager to join our production support organization. This role requires a minimum of 10 years of hands-on experience in application support with deep expertise in SAP BTP platform services and production operations. As a senior technical specialist, the successful candidate will be responsible for providing expert-level technical leadership, managing complex production issues, driving operational excellence, and serving as the subject matter expert for SAP BTP platform support across the bank's technology landscape

Key Responsibilities

Strategy
•    We are seeking an experienced Application Support Manager to lead the support operations for SAP Business Technology Platform (BTP) applications and services. This role will be responsible for managing a team of application support specialists, ensuring high availability and performance of SAP-BTP solutions, and driving continuous improvement in support processes. The successful candidate will oversee incident management, problem resolution, and service delivery for critical business applications built on SAP-BTP.

Team Leadership & Management
•    Lead a team of 8-15 application support specialists and engineers
•    Provide technical guidance and mentorship to team members on SAP-BTP technologies
•    Conduct performance reviews, career development planning, and skills assessment
•    Manage resource allocation and capacity planning for support operations
•    Foster a culture of continuous improvement and operational excellence
•    Coordinate with offshore and onshore support teams across multiple time zones
SAP-BTP Application Support Operations
•    Oversee 24/7 support operations for SAP-BTP applications and services
•    Manage incident response, problem resolution, and change management processes
•    Ensure adherence to SLA/OLA commitments for critical business applications
•    Coordinate major incident response and post-incident reviews
•    Drive root cause analysis and implement preventive measures
•    Manage application health monitoring and proactive issue identification

Service Delivery & Stakeholder Management
•    Collaborate with business stakeholders to understand application requirements and priorities
•    Manage relationships with internal customers and ensure high satisfaction levels
•    Coordinate with development teams for application releases and deployments
•    Provide regular reporting on service performance, incidents, and improvements
•    Manage vendor relationships and third-party support contracts
•    Ensure effective communication during planned and unplanned outages
Process Improvement & Innovation
•    Drive automation initiatives to reduce manual support activities
•    Implement self-service capabilities and knowledge management systems
•    Establish and maintain support documentation, runbooks, and procedures
•    Lead continuous improvement initiatives and best practice adoption
•    Evaluate and implement new tools and technologies for support operations
•    Drive adoption of DevOps and Site Reliability Engineering (SRE) practices

REQUIRED QUALIFICATIONS
Education
•    Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
•    Master's degree or relevant certifications preferred
Experience
•    Minimum 14 years of progressive experience in application support, IT operations, or related fields
•    Minimum 6 years of hands-on experience with SAP Business Technology Platform (BTP)
•    Minimum 8 years of people management experience leading technical support teams
•    Minimum 5 years of experience in incident management and problem resolution
•    Experience in financial services or regulated industries preferred

Technical Skills
SAP-BTP Expertise
•    SAP Datasphere: Support experience with data integration, modeling, and analytics
•    SAP HANA Cloud: Database administration, performance tuning, and troubleshooting
•    SAP Integration Suite: Cloud Integration, API Management, and Event Mesh support
•    SAP Analytics Cloud: Application support, user management, and performance optimization
•    SAP Build: Low-code/no-code application support and troubleshooting

Support Operations
•    ITIL framework knowledge and implementation experience
•    Incident, problem, and change management processes
•    Service monitoring tools (Dynatrace, Splunk, New Relic, etc.)
•    Ticketing systems (ServiceNow, Remedy, Jira Service Management)
•    Automation tools and scripting (PowerShell, Python, Shell scripting)
Infrastructure & Cloud
•    Cloud platform knowledge (AWS, Azure, GCP)
•    Containerization and orchestration (Docker, Kubernetes)
•    CI/CD pipelines and DevOps practices
•    Network troubleshooting and security concepts
•    Database administration and performance tuning
Leadership & Soft Skills
•    Strong leadership and team management capabilities
•    Excellent communication and stakeholder management skills
•    Crisis management and decision-making under pressure
•    Strategic thinking with operational execution capabilities
•    Change management and process improvement experience

PREFERRED QUALIFICATIONS
•    SAP-BTP certification or other relevant SAP certifications
•    ITIL Expert or ITIL Master certification
•    Project Management Professional (PMP) or equivalent certification
•    Experience with Agile/Scrum methodologies
•    Knowledge of regulatory compliance requirements in financial services
•    Previous experience in Standard Chartered Bank or similar global financial institution

KEY COMPETENCIES
•    Operational Excellence: Drive high-quality service delivery and continuous improvement
•    Technical Leadership: Deep technical knowledge combined with strong leadership skills
•    Customer Focus: Commitment to delivering exceptional service to internal customers
•    Problem Solving: Analytical approach to complex technical and operational challenges
•    Collaboration: Ability to work effectively across diverse, global teams
•    Adaptability: Flexibility to manage changing priorities and emerging technologies

KEY PERFORMANCE INDICATORS
•    Service Availability: Maintain 99.9% uptime for critical SAP-BTP applications
•    Incident Resolution: Meet SLA targets for incident response and resolution times
•    Customer Satisfaction: Achieve and maintain high customer satisfaction scores
•    Team Performance: Ensure team productivity and professional development goals
•    Cost Management: Optimize support costs while maintaining service quality
•    Process Improvement: Deliver measurable improvements in support processes

WORKING ARRANGEMENTS
•    On-call Responsibilities: Participate in 24/7 on-call rotation for critical incidents
•    Working Hours: Standard business hours with flexibility for global support coverage
•    Travel Requirements: Occasional travel for team meetings, training, or incident response
•    Hybrid Working: Flexible hybrid working model with office presence as required

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.

Key stakeholders

•    GF – Finance (Performance management / Capital / Liquidity)

Qualifications

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

Skills and Experience

•    SAP Hana Modelling
•    SAP Datasphere / SAC
•    SAP HANA Cloud
•    SAP Application Architecture & Design
•    SAP FIORI / SAP UI5
•    BI reporting tools 
•    GEN AI 

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.