Senior Support Analyst

Job Summary

Application Support 

• Application support and Infrastructure management.
• Identify system Gaps. Prepare & execute the service Improvement plans.
• To resolve complex (L2 / L3) incidents & manage security incidents.
• Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets. 
•  Regularly review the nature of incident tickets with a view to fix it permanently. 
•   Consistently to provide training and coaching to up-skill the staffs on product and technical knowledge to handle problem tickets of a more complex nature. 
•  Effective engagement with business & technology stakeholders for any critical issues.
• Ensure RCAs are performed for high severity issues.
• Flexible to work in shifts inclusive of night shifts being 24*7 application
• Provide timely workaround solutions for failing issue pattern which requires source code fix
• Should have adequate knowledge on Java, DB2, Postgres SQL, Shell scripts and AWS foundations. 

Business

• Awareness and understanding the core business functionality of application quickly and adaptable to newer technologies 

Processes

• Adhere the PSS process followed by GBS group. 

Key Responsibilities

People & Talent 

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. 
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Responsibility to review production capacity plans and incident trends

Risk Management

• Being a role in production support requires the way in which the risk adherence is strictly followed as per group framework.

Governance 

• Identify system Gaps. Prepare & execute the service Improvement plans.
•  To resolve complex (L2 / L3) incidents & manage security incidents.
• Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets. 
• Regularly review the nature of incident tickets with a view to fix it permanently. 
• Consistently to provide training and coaching to up-skill the staffs on product and technical knowledge to handle problem tickets of a more complex nature.
   

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.
•    Lead the [team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].
[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
•    Serve as a Director of the Board of [insert name of entities]
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders

• CoreBanking PSS team

Other Responsibilities

• Please refer to the strategy section 

Skills and Experience

• Java , J2EE, Rest API
• SQL querying (IBM DB2 / Post Gres SQL), Knowledge on Linux, AWS basics, Unix scripting
•  Control-m, ADO, ServiceNow
• Excellent communication skill

Qualifications

• Good knowledge on Java / J2EE technologies, AWS cloud and SQL Querying on Linux platform. Any certification on these technologies will be added advantage.
• BE / MCA / Masters in computer science / Any added certification said above will be advantage

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.