• Customer Experience Response Lead RPBWM , CERT Jobs in Chennai,India - 25087643

  • Standard Chartered Bank Ltd
  • Save Job
  • 15 - 18 Years
  • Posted : 28 days ago

Job Description:

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East

To us, good performance is about much more than turning a profit Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good

Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation This in turn helps us to provide better support to our broad client base

Job Purpose

The role is accountable for strategic and operational leadership of the Customer Experience Response Team across Retail Banking, Private Banking and Wealth Management domains

Ensure maximum service quality and stability through fast and effective identification of, and response to, technical incidents

Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents

Develop a deep understanding of the business and technology services and advise stakeholders on available work arounds and contingency arrangements

Be a catalyst for change via analysis and identification of service improvement opportunities

Responsible for knowledge management, ensure that resolution steps, preventive actions etc are well documented and kept for future reference

Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents

Proactively identify, assess, mitigate and monitor risks in the domain

Key Responsibilities

Situational Awareness & Monitoring

Keep abreast of planned system changes, business campaigns and economic, political, social and environmental factors that may impact service stability and continuity to facilitate implementation of mitigating measures and rapid response to technology issues that may arise

Use situational knowledge to correlate system anomalies with potential situational causes

Respond to critical alerts from monitoring systems, by ensuring that relevant support teams have received the alert and are responding Trigger the Major Incident Management process if necessary

Review dashboard and monitoring effectiveness

Lead initiatives for continuous improvement of monitoring tools and processes

Relationship Management

Build rapport with key business (particularly Client Care Centre) management, and Country Technology Management teams

Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work arounds and contingency arrangements

Incident Management

Triage incident reports to assess actual or potential client / business impact

Trigger the Major Incident Management process for incidents impacting clients

Assess the Priority of incidents according to the agreed Priority Matrix

Act as an overall Situation Manager to ensure the right resources are mobilized and that incident investigation and resolution is progressing effectively

Manage incident bridges to ensure technology responders are able to effectively work towards resolution and non-technology stakeholders are given proper updates on impact, workarounds, status and progress without interrupting resolution activities

Communication

Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents

Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents

Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements

Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders

Knowledge Management

Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences

Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly in regards to monitoring, mobilization, response, and recovery action improvements

Responsible for knowledge management, ensure that resolution steps, preventive actions etc are well documented and kept for future reference

Collect business impact details for sharing with relevant stakeholders

Ensure outage and impact details are recorded accurately in source systems such as Remedy to ensure timeliness and accuracy of reporting

Facilitate reporting on incident trends and thematic analysis

Pro-Active/Preventive Maintenance

Responsible for identifying and provide assistance to the service improvement programs to improve the overall stability of the application

Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents

Participate in relevant processes to ensure development teams build fit-for-purpose applications before they go into production

People / Training

Foster productive working relationships within technology

Empower next level of leadership to ensure no resource risk

Work closely with the team to engage and develop their career aspirations

Manage people and their development in line with the banks people management framework

Setup training programs to ensure that self and team are continuously deepening knowledge of the business, technology stacks, applications, and contingency arrangements across all RPBWM services

Work on a training schedule to cross-train teams across KL / Chennai location

Responsible to implement RPBWM cross-domain knowledge within the team

Ensure a multi-location strategy is in place to ensure continuity of CERT service in the event of holidays or unforeseen events in any location

Contribute to the identification and documentation of failure points using tools like FEMA (Failure Mode Effects Analysis) and ensure BCP is available to mitigate the failures

Key Relationships

Working in partnership with T&I development and support teams, Business users, Client Care Centre Managers, Transversal Tech support teams, Major Incident Management and other related functions

Qualifications & Skills

Bachelor degree with knowledge in Information technology

15 Years of IT experience Banking domain is desirable

Hands on Production support experience with at least 8-10 years managing Retail Product, Core banking, Digital Channels, Private Banking or Wealth Management systems

Good knowledge on Monitoring tools such as ITRS, BMC, Splunk, AppDynamics etc,

Good knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies

Proven experience in co-ordination of many dependencies and multiple demanding stakeholders in a complex, large-scale international environment

Excellent oral and written communication skills, ability to interact with business representatives and senior management

Knowledge of ITIL - good to Have

Familiar with Agile methodologies and tools such as Jira

Basic understanding of network topologies and concepts such as LAN, WAN and Firewalls

Experience with Remedy, knowledge management tools, and documentation is a plus

Apply now to join the Bank for those with big career ambitions

To view information on our benefits including our flexible working please visit our career pages

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th May 2020

Key Skills:

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