L1 Support - Application Monitoring

Standard Chartered; Kuala Lumpur; On-site; MYR 50,000 - 90,000; Full time

Job summary

A leading international bank seeks a Technology Service Manager to oversee incident management and service stability. The role requires strong communication skills and a background in IT operations, specifically within the banking industry. This position offers flexibility and the opportunity for professional growth in a diverse environment that values inclusion.

Benefits

Competitive salary and benefits

Flexible working options

Generous annual leave policy

Proactive wellbeing support programs

Continuous learning and development opportunities

Qualifications

• Willing to work shifts including nights and weekends.
• Proven experience in complex international organizations.
• IT Operations Support experience preferred in banking.

Responsibilities

• Manage incident response and communication with stakeholders.
• Lead improvements in monitoring and incident management.
• Ensure knowledge management processes are followed.

Skills

Change Management

Technical Troubleshooting

Communication

Education

Bachelor’s degree in Information Technology

Tools

ITRS

BMC

ELK

Grafana

AppDynamics

ServiceNow

Job description

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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 reported to assess actual or potential client / business impact.
• Trigger the Major Incident Management process for incidents impacting clients or operation users
• Assess the initial impact 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, work arounds, 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 CXLive, ServiceNow – to ensure timeliness and accuracy of reporting.
• Facilitate reporting on incident trends and thematic analysis.

Key Responsibilities

Pro-Active/Preventive Maintenance
• Responsible for identifying and providing 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
• Participate in training programs to continuously deepen knowledge of the business, technology stacks, applications, and contingency arrangements across all CPBB services.
• 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.

Strategy
• Support the technology roadmap for the core client facing journeys aligned with the Business and TTO Strategy focused on a superior, always on customer experience.
• Support and drive innovation and transformation in Customer Experience Monitoring
• Participate and drive innovation in Incident Management, Communication and Response capabilities with a focus on improving customer experience by reducing the duration and impact of system failures.
• Drive efficiency improvements in areas of impact analysis, priority setting, operational work flow automation, data analysis and reporting.

Business
• Manage L1 team working in shifts to ensure Customer Experience is monitored effectively for onboarded services, and that alerts are responded to promptly and effectively to minimize the impact and duration of technology failures.
• Build rapport with key country and group stakeholders to build trust and effective working relationships between teams.
• Develop a deep understanding of the business and client experience to facilitate incident triage, communication, and identification of work arounds and contingency arrangements.
• Ensure that effective communications are sent to key stakeholders.
• Facilitate reporting on incident trends and thematic analysis.

Processes
• Participate in the Incident Management Process in the role of Technology Service Manager – assessing initial incident impact, ensuring business communications are sent in a timely manner, and providing business impact details as appropriate.
• Participate in the Problem Management process by providing business impact details, providing lessons learned, conduct PRB/debrief and review RCA reports (in conjunction with Technology Service Managers).
• Participate in Audits as and when required to provide details on areas within scope.

Skills and Experience

• Change Management
• Technical Troubleshooting
• Spoken and Written Communication

Qualifications

• Willing to work both day and night and weekend shift duties on a rostered/rotational basis (flexibility offered to work from home or office).
• Proven experience coordinating multiple demanding stakeholders and numerous dependencies in a complex, large-scale international organisation.
• Bachelor’s degree or relevant experience in Information Technology.
• IT Operations Support exposure preferably in the banking industry.
• Monitoring tools such as ITRS, BMC, ELK, Grafana, AppDynamics etc good to have
• Experience using Service Now and knowledge management tools is a plus.
• Basic Understanding of Java, Oracle, OpenShift, Cloud, API and Unix technologies is desired
• ITIL CERTIFICATION nice to have
• Good oral and written English communication skills, ability to interact with business representatives and senior management.
  

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 thingand 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-offincluding 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 workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough 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 cultureto 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.