Sr Manager Tech Support

Standard Chartered; Bengaluru; On-site; INR 10,00,000 - 15,00,000; Full time

Job summary

A leading global bank in Bengaluru seeks an L2 Support professional for Middle and Back-office applications. The role involves providing 24/7 support, managing incidents, and collaborating with multiple teams. Ideal candidates will have exposure to financial markets, production support experience, and the ability to work in shifts. The position offers competitive salary and flexible working options.

Benefits

Competitive salary and benefits

Flexible working options

Core bank funding for retirement

Qualifications

• Exposure to Financial Markets or Investment Banking domain.
• Individual contributor with production support experience.
• Ability to work in shifts including night shifts.

Responsibilities

• Provide L2 support for Middle and Back-office applications.
• Communicate with stakeholders on incidents and root cause analysis.
• Track incidents and provide timely updates to users.

Skills

Communication skills

Incident management

Problem-solving

Education

Bachelor's degree in Computer Science or equivalent

Job description

Job Summary
Provide L2 Support for Middle and Back-office applications 24/7 across different shifts. Continuously improve and innovate the strategic applications supported. Define priority of incidents and upgrade it as necessary. Communicate to stakeholders on a timely basis for incidents and root cause analysis. Work closely with developers to review changes for production environment. Highly organized individual able to work on multiple project streams and clearly display progress.

Track incidents and provide regular updates to users on request status and progress. Incidents resolutions, root cause analysis, and regular reporting to identify areas for review and improvement. Ensure all new deployments have correct documentation and training to support staff. Maintain support documentation in Confluence to ensure all areas are current and accurate.

Proactive approach to technology-related activities like patching, high privileged ID remediation, and security vulnerabilities.

Key Responsibilities

Support users on trading issues, troubleshooting, and following production issues with stakeholders, developers, and vendors. Prioritize work to deliver service in a diverse environment. Trend analysis, incidents resolutions, root cause analysis, and regular reporting to identify areas for improvement.

Have a good sense of IT service management, managing incidents, problems, and changes of varying complexity. Participate in bank-wide DR tests and work with the PSS team on DR remediation efforts. Work closely with UNIX/Database/Network/upstream/downstream systems to improve service offering.

Requirements

Exposure to Financial Markets or Investment Banking domain. Back office support knowledge – reconciliations, confirmations, payments. ITIL certification and awareness of ITIL concepts.

Individual contributor with good communication skills and experience in production support. Ability to work in shifts, including night shifts. Bachelor’s degree in Computer Science or equivalent.

What We Offer

• Competitive salary and benefits to support 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 leave, sabbatical, and volunteering leave, along with minimum global standards for annual and public holiday.
• 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, and access to physical, virtual, and digital learning.
• Being part of an inclusive and values-driven organization, one that embraces and celebrates unique diversity, across teams, business functions, and geographies.