Job Summary

Overview 
Manage the Technical Support & Business as Usual (BAU) function delivers, end-to-end IT support for Financial Markets, ensuring system stability, business continuity, and minimal disruption to revenue-critical trading operations. The team supports users across multiple countries and time zones, managing a complex estate of market-critical IT assets. FMIS is the face of all technological services and requirements. 

Scale & Coverage 
•    Users Supported: Markets Dealing Room Traders, Front Office, Treasury Markets, DCM, Middle Office, and Support users
•    Geographical Reach: 8 countries (INDIA, BANGLADESH, SRI LANKA, NEPAL, MALAYSIA, THAILAND, VIETNAM, CHINA)
•    IT Estate: Hundreds of assets across end-user computing, markets applications, Regulatory Applications, connectivity and over all infrastructure to ensure stable IT environment for the Market traders.
•    Operating Model: BAU support covering incidents, requests, changes, and problem management, project delivery and Dealing room set up / moves.

Key Services 
•    To provide 1st, 2nd and 3rd line support for all users within Financial Markets, to respond to faults and to requests for change, including purchase and delivery of new products and services. Ensure all problems are resolved and SNOW tickets updated in a timely fashion.
•    Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
•    Strive for team consensus and win-win agreements.
•    Ensure discussions and decisions lead toward closure.
•    To provide leadership and direction for FMIS staffs in line with global objective and drive service excellence by recruiting, developing talented staff and providing them with appropriate infrastructure [and tools] etc. 
•    To deliver a consistent and high quality of service, leveraging on global processes and group standards.
•    To act as the main point of contact for regional specific quality issues for the services delivered by FMIS.

•    BAU operations ensuring daily platform stability 
•    Incident & Major Incident Management to minimise downtime 
•    Asset lifecycle management (procurement => deployment=> refresh=> decommissioning) 
•    User access, onboarding/offboarding, and entitlement management 
•    test as per regulatory requirement (Intra & Inter City at Chennai)  
•    Vendor and stakeholder coordination across regions 
•    DR & BCP Work with the respective Technology Managers to develop, drive and deliver technical support consistent with global strategies.
•    To manage and support the Technical Dealing Room Standards and Relationships – Internal and External
•    To ensure that the support is delivered globally with demonstrable Client focus in support of our objective to become core bank to our clients.
•    To deliver technical projects to Dealing rooms and Dealing Room users

Business Impact 
•    Operational Continuity: Uninterrupted trading and market operations 
•    Risk Reduction: Proactive monitoring and rapid issue resolution 
•    Productivity: High-touch support aligned to time-sensitive trading needs 
•    Scalability: Proven support model for multi-country operations 

Value to the Organization 
•    This function acts as a critical enabler for Financial Markets, balancing speed, stability, and compliance. By providing consistent global support and strong BAU governance, it directly contributes to business resilience, regulatory adherence, and user confidence.

Key Responsibilities

Financial Markets Domain Focus
Leading FMIS Team to provide technical support for all Financial Markets business for the following applications and services:
•    Market Data Service (MDS) – market data apps like Bloomberg, Refinitiv (formerly Thomson Reuters) EIKON, EBS support 
•    Regulatory Trading apps in various countries – i.e. in India CCIL, RBI , NSE Now apps support & coordinate with regulators
•    Trading voice System - BT voice logger – part of voice communications, we own BT trader voice globally which is one of the critical components for trading floors
•    Transactional systems - Refinitiv, FXT, BTS etc
•    High end FM Workstations – the FM traders use multiple high configuration desktops called workstations equivalent to mini servers to withstand multiple critical trading applications for high performance & stability, HW, OS, SW & all the application support on these workstations. 
•    VIP support to FM traders – the USP is we support the trading floor on real time basis once they inform us, resolve the issue , log an incident for them & close, unlike other bank support the ticket is managed by us end to end, it doesn’t go to Chennai GBS team, they are out of picture here and are not supposed to take control of traders desktop.
•    We own the support end to end & liaise with all the support teams & vendors to ensure timely resolution like Service delivery management along with desktop & application support
•    New technical requests from FM business are tracked & followed up with multiple support teams for timely closure to get the necessary application accesses 
•    Support the trading floors early in the day until late (standard 8AM to 8PM) & also follow the sun support to other geographies when required 
•    Regular communications to the stake holders on any kind of issues and the progress until complete resolution. 
•    iPhone & Laptop support 
•    MS Exchange & Mail support, Instant Chats like MS Teams 

•    Basic networking 
•    To provide 1st, 2nd & 3rd technical support for all Financial Markets business products and infrastructures (desktop, server, dealer telephony & market data). 
•    To priorities resources to ensure services are delivered according to severity and urgency.
•    Problem and Change (Scheduled change & request provisioning) Management – Incident/Change Management, Call logging, call trends, call reporting including high severity problem control.  All Remedy related initiatives and updates. Ensuring standards are adhered to, or dispensations raised
•    To apply knowledge of IT, Financial Products and Best Market Practice to ensure that SCB achieve the best possible return for any investment made within the following arenas; networks, market information systems, services and communications.
•    Project delivery into the FM business – to schedule, to budget, to agreed standard

Financial Markets Infrastructure Services – Engineering & Initiatives
•    To plan, implement and subsequently maintain efficient, cost effective and highly resilient front office production systems (Infrastructure and Applications) and services to Group Audit and IT Technical Standards for Financial Markets businesses. 
•    To assist in new implementations or upgrades to existing systems, including project management, tracking and reporting 
•    To ensure that technical solutions proposed satisfy both the immediate and long-term needs of the business and ensure adherence with the Group’s technical and security standards in all aspects of the team’s activities.

Stakeholder Management:
•    Build and maintain strong relationships with key stakeholders, including business units, IT teams, and external vendors.
•    Communicate effectively with stakeholders to manage expectations and provide regular project updates.
•    Facilitate stakeholder engagement and buy-in throughout the project lifecycle.

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.
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key stakeholders
•    Financial Markets Business Heads (Head of FM, FM COO, Desk Heads)
•    Product Owners
•    FM Production Management Leads
•    Tech Teams (FMSD, Technology Managers, CTMs, Infra & Tech Ops Domain Managers like Work space, app PSS, Networking, GBS Tech support teams)
•    Major Vendors (DELL, IPC, HP, BT, EIZO, TELCOs)
•    WeCOM Business users and PO

Process Improvement:
•    Identify opportunities for process improvements in solution delivery and project management.
•    Implement best practices and methodologies to enhance project efficiency and effectiveness.
•    Conduct post-project reviews to capture lessons learned and apply them to future projects.
•    Responsible for creating, maintaining or reviewing Domain/Sub-Domain level architecture documentation in the area of responsibility.
•    Responsible for Reviewing Application / Project level architecture documentation from Application Architect/Project Team.
•    Responsible to ensure compliance with architecture processes and any related deliverables or artifacts at the Domain/Sub-domain level are completed/met
•    Should be fully aware of ITIL concepts and should have done an ITIL certification.

Compliance and Governance:
•    Ensure all projects comply with regulatory requirements, internal policies, and governance standards.
•    Maintain accurate project documentation and records in accordance with compliance guidelines.
•    A good understanding of governance processes (ideally for bank) 
•    Enterprise Architecture knowledge / framework 
•    Come up with design standards. 
•    Security – Threat modelling

Business
•    Exposure/Experience in ‘Financial Markets’ domain will have more weightage
•    Back office support knowledge – reconciliations, confirmations, payments.

People & Talent
•    Team leader with very good communication skills and majority of experience in production support & user management, Masters degree in computer science or equivalent. 

Risk Management
•    To assist in the provision of business recovery sites to give the ability to conduct business transactions and monitor exposure in the event of a disaster.
•    Responsible for the enforcement of global strategies and standards in all Financial Markets locations including ensuring risk / compliance, processes / procedures and security / build standards are followed
•    Risk management control, KCSA assistance, SIP initiatives and reporting, including Technical audit compliance, directly and indirectly.
•    Accountable for the implementation and ongoing verification of Security patch’s (OS and Virus) within SCB locations.
•    To ensure that technology related audit are completed successfully and technology plays a vital role in business related audit for handling IT related matters.
•    To raise risks in the appropriate forums and follow ORMAF – Operational Risk Management & Assurance Framework.

Value Management
•    To ensure processes, guidelines and procedures are in place and enforced for quality in installation, running, operating and support of all standard desktops, servers, local and wide area networking infrastructure, legacy systems and email system.
•    To maintain an expert knowledge within the team of technology and industry trends in relation to business requirements, and the direction of the Group.

People Management
•    Responsible for capacity planning, rota’s, sufficient cover for business support and manpower are allocated correctly to service business needs at regional level 
•    To manage vendors including onsite support engineers (OSV) who are responsible for the ongoing support of the Financial Markets businesses to ensure a secure, stable and highly resilient environment.
•    To run required team meetings and output the required reports.

Service Management
•    To create and present written and verbal proposals to IT and business resources to ensure all work-undertaken meets budgeted costs and Group Standards.
•    Protectors of the local environment, including responsibility to ensure safe and tidy IT installations and cabling, local regulatory compliance, health and safety adherence etc
•    Manage high severity problem co-ordination with local vendors / resources and ensure service desk is updated with relevant information.
•    Ensure relevant Post mortem attendance and ownership of actions
•    Work with relevant service managers and domain heads SIP and fix initiatives.
•    Operations Management(70%) – Includes support, risk management, service management, audit management
•    Meetings (20%)  – Team meetings, project meetings, strategic planning
•    Projects(10%)  – Project meetings, planning, supervision and implementation

Skills and Experience

•    IT Standards, Procedures & Policies
•    Application Design, Architecture
•    IT Architecture
•    Good knowledge on the Markets domain and latest market changes
•    Application Development Tools
•    Operational knowledge
•    IT Governance

Qualifications

Technical – Must have
•    Minimum 5+ Yrs knowledge experience in managing IT support, operations, and project implementations in a wholesale bank environment including trading room. 
•    Extensive knowledge of wholesale bank services that includes FX, MM, FI, Commodity, Equity Derivatives and Quants products 
•    In depth understanding of the end-to-end IT infrastructure that supports the wholesale bank services, including mainframe, mid-ranges, client-server, networking, telecommunications 
•    Strong knowledge of e-business trading tools
•    Strong PC  / Server applications skills
•    Strong knowledge of market information systems and services
•    Strong knowledge of Dealer Voice systems
•    Strong knowledge of client server technologies
•    Strong understanding of telecommunications\networking
•    Strong knowledge of technologies and industry trends in relation to business requirements, and the direction of the Group.
•    Clear understanding of IT security policies.

Non Technical – Must have:
•    Strong team leading skills with an ability to motivate.
•    Strong written and verbal communications skills, and ability to communicate with the business 
•    Ability to prioritise and control activities and deliver results within budgetary and resource constraints.
•    Independent and confident, but willing and able to harness the expertise of others.
•    Ability to work effectively as part of global team
•    Service Management skills and techniques
•    Strong management of external (vendor) resources and services
•    Strong troubleshooting/problem assessment skills
•    Must be able to manage a distributed workforce.
•    Must be able to coach staff.
•    Must be flexible in terms of tasks.

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.