Manager, SRE - FCSO

Standard Chartered Bank; Chennai; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Inclusive culture

Competitive salary

Flexible working

Life & medical insurance

Paid time off

Job summary

Standard Chartered Bank expects a customer-focused Service Team expert to provide day-to-day system support and 24/7 coverage, ensuring minimal business impact and adherence to service levels. The role emphasizes collaboration with developers and stakeholders, documenting changes and preserving production stability.

Experience in incident management, RCA, and proactive service improvement will be valued, along with a strong adherence to regulatory and audit requirements.

Qualifications

• Provide day to day system support and monitoring.
• Work in a 24x7 coverage model to support customers.
• Ensure service levels and customer satisfaction through proactive support.

Responsibilities

• To provide day today system support and system monitoring.
• Take End to End ownership of Technology incidents and Requests within agreed objectives.
• Logging, coordination and escalation of issues and incidents.
• Trend analysis and root cause analysis for continuous improvement.

Skills

Pl/SQL

shell script

python

Education

Any graduations be, me, MS, BSC

Job description

It's goal is to ensure maximum service quality and stability through fast and effective response to technical incidents, and to be a catalyst for change via analysis and identification of continual service improvement opportunities. Depending on the area of technical specialisation, in addition to incident resolution and prevention, it may also be involved in a control capacity to ensure that new changes to the technology estate do not introduce instability. You are the customer- focused 'Service Team' with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools.

Your primary responsibility is to facilitate the restoration of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities. To drive the operations and culture where the customer and stakeholders are the first beneficiary

Key Responsibilities

• To provide day today system support and system monitoring
• To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
• Apply customer service skills to draw any further required diagnosis information from customer
• Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
• Ensure customer satisfaction through improved service and quality
• Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers.
• Identify and highlight to the appropriate authority any service concern or improvement opportunity.
• Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations.
• Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.

• Adherence to the specified standards of Quality and Audit / Risk requirements
• Working closely with developers, to review and under system package to be rollout in production environment.
• Highly organized individual able to work on multiple project streams and clearly display current progress
• Logging, Co-ordination & escalation of issues and incidents -
• Track incidents and provide regular updates to users on request status and progress.
• Trouble shooting – log file investigation and extract details for review
• Follow escalation procedures during outages and ensure root-cause analysis is performed.
• Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement
• Supply agreed metrics, KPI’s and trend reporting
• Escalate issues with any delays from upstream applications
• Escalate issues to the 2nd / 3rd line teams to keep within SLA.
• Ensure all new deployments have supplied correct documentation and training
• Maintain the support documentation to ensure all areas in scope are current and accurate
• Proactive approach to technology related activities
• To build relationship & network with all stakeholders

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, elevate, mitigate and resolve risk, conduct and compliance matters.

Skills and Experience

Qualifications

Education

• Any graduations be, me, MS, BSC

Certifications

• Oracle, obiee, Hadoop any azure or AWS

Languages

• Pl/SQL, shell script, python

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.