Mgr, Tech Support

Standard Chartered India; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Competitive salary & benefits

Flexible working options

Wellbeing support

Continuous learning culture

Job summary

Standard Chartered is seeking a Production Support professional to handle ACBS-related functional support and incident resolution. Big emphasis on banking domain knowledge, batch management, and ITIL-aligned processes.

You will collaborate across teams, coordinate DR/BCP drills, and ensure health checks are performed for critical applications. The role requires shift flexibility, including night hours, with exposure to Payments and Lending workflows.

Qualifications

• Experience in Lending domain and ACBS production support.
• Experience in payments, funding disbursement and lending processes.
• Knowledge of ITIL concepts and ITIL certification is preferred.
• Proficient in batch management and operational support activities.
• Ability to work in shifts including night hours and weekends if required.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Provide functional support for ACBS site-specific functionalities for end users.
• Resolve incident tickets within defined timelines and keep users updated.
• Monitor applications, perform health checks and ensure system health.
• Coordinate change releases, DR drills, BCP and related documentation.
• Collaborate with internal teams and manage discussions with stakeholders.
• Support SIT testing and engage users for UAT/UVT and on-call incidents.

Skills

ACBS production knowledge

Payments & disbursement

Lending domain knowledge

Batch management

Operational knowledge

Education

Bachelor's degree in computer science or equivalent

ITIL foundation certified

Tools

Shell scripting

SQL (Oracle/PLSQL)

Windows infrastructure

MS Office (Excel/PowerPoint/Word)

Job description

• Should understand the site-specific functionalities of ACBS and provide functional support to end users.
• Responsible for functional incident tickets / queries are resolved within stipulated timeline.
• Track incidents and provide regular updates to users on request status and progress.
• Provide functional guidance and on-call support for any batch failure / incident.
• Monitor the application, perform health checks and ensure application and its components are healthy.
• Proactively identify issues and risks in the system and suggest/drive fixes.
• Prioritize problem tickets that needs to be worked by the developer in fixing the issue.
• Perform SIT testing for fixes received for an issue and engage end users for UAT & UVT.
• Support weekend change implementation, DR/BCP test and other related changes as required.
• Work with internal teams across verticals, manage and drive discussions with stake holders.
• Coordinate change implementations, DR drills, BCP, maintain AIG, ASRM and other project documents.
• Ensure PSS process compliance –Incident/Change/Problem Management.
• Open to work in shifts.

Key Responsibilities Strategy

• Should understand the site-specific functionalities of ACBS and provide functional support to end users.
• Responsible for functional incident tickets / queries are resolved within stipulated timeline.
• Track incidents and provide regular updates to users on request status and progress.
• Provide functional guidance and on-call support for any batch failure / incident.
• Monitor the application, perform health checks and ensure application and its components are healthy.
• Proactively identify issues and risks in the system and suggest/drive fixes.
• Prioritize problem tickets that needs to be worked by the developer in fixing the issue.
• Perform SIT testing for fixes received for an issue and engage end users for UAT & UVT.
• Support weekend change implementation, DR/BCP test and other related changes as required.
• Work with internal teams across verticals, manage and drive discussions with stake holders.
• Coordinate change implementations, DR drills, BCP, maintain AIG, ASRM and other project documents.
• Ensure PSS process compliance –Incident/Change/Problem Management.
• Open to work in shifts.

Business

• Exposure/Experience in "Financial Markets" or "Lending" domain will have more weightage
• Back-office support knowledge – reconciliations, confirmations, payments.

Processes

• Should be fully aware of ITIL concepts and should have done an ITIL certification.

People & Talent

• Individual Contributor with very good communication skills and majority of experience in production support. Ability to work in shifts including night (~25%) shifts. Bachelor's degree in computer science or equivalent.

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

• Lending and ACBS Production knowledge
• Good in payments, funding disbursement and other lending process
• Good knowledge on the Lending domain and latest market changes
• Batch management
• Operational knowledge

Qualifications

• Bachelor's degree in computer science or equivalent
• ITIL foundation certified or advanced will have an added weightage.
• Knowledge and experience in Shell scripting
• Knowledge on SQL query, Oracle, PL/SQL
• Knowledge on Windows infrastructure
• Strong MS Office skills – Excel, PowerPoint, Word etc.

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.