Application Support Manager Application Support Manager …

Standard Chartered Bank
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Competitive
Standard Chartered Bank
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Competitive
Standard Chartered Bank
Application Support Manager
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.


Scope of Role:
  • Lead production service support sub streams in managing multiple country specific applications for compliance with the Group Policy & Procedures for Technology Operations including Service Level, Incident, Change and Risk Management
  • Support BAU functions on ad-hoc business query and issues of Country specific production system, whenever necessary
  • Technology Vendor Management
  • Stakeholders Management
  • Drive Service Improvement Plan(SIP)
  • Manage Application Production Support(APS) Transition for new Project
  • Act as backup for production service support senior manager on team management.
Key Responsibilities:
  • Acting for Production Service Support Team Leader:
    • Production service resume if there is any outages
    • To conduct the root cause analysis and to identify the permanent solution
    • Perform testing against the fix and perform impact analysis before applying the fix
    • Stable and Reliable production environment for the applications in support scope (measured by SLA)
  • On-going monitoring and tracking on application system health level.
    • Drive on-going service improvement plans to continuously sustain a stable and reliable production environment
    • Align Data Centre plan and regulatory/Group policy ensure DR/HA in place and the availability
  • Incident Handling/Production fix
    • To resume the production service if there is any outages
    • To conduct the root cause analysis and to identify the permanent solution
    • To perform testing against the fix and perform impact analysis before applying the fix
    • To ensure a stable and reliable production environment for the applications in support scope (measured by SLA)
    • Hands-on experience handling Major Incidents.
  • Request Management
    • Review the requirements estimate effort and cost and recommend the justification to-do or not-to-do
    • To work out plan and schedule for the change
    • To work with Group Team and country stakeholders to assess and manage interdependencies
    • To ensure all deliverables of sub-ordinates and monitor quality follow standards before implement
  • Business, Vendors & Regulator Relationship Management
    • To facilitate interactive and effective business communication
    • To manage vendors to work according to the contract terms including:
  • Drive vendor regular service review meetings ensuring the performance are closely tracked and issues rectified.
      • Support business and supplier/global relationship manager in reviewing the contractual agreements both from new project and on-going basis.
    • To engage local regulators if necessary
  • Risk Management
    • Manage Support team for the KCSA exercise per defined frequency
    • Escalate the issue/risks identified and propose mitigation actions
    • Track the progress of the risk mitigation actions until closure
    • Achieve satisfactory audit performance in internal and external audits
    • Manage group and regulatory risks, issues and interdependencies and escalates these to the appropriate project governance committee
    • Drive technology obsolescence risks for in-country applications.
  • Project Involvement
    • Involve Project in early stage review solution design, dependency, risk/ readiness assessment ensure the deliverables meet Group Policy/Standard
    • Plan resources ensure Production Support Team able to further BAU Support
    • Manage Production Readiness Assessment(PRA) process

Our Ideal Candidate
  • 10+ Years of IT experience for manager. 6+ years of IT experience for Lead. Banking domain experience is desirable.
  • System Development and Project Management experience is plus
  • Knowledge in webMethods, JBoss, Websphere, Java, J2EE, Oracle, WaaS, MQ and Unix technologies
  • Strong Knowledge of application support methodology to manage the maintenance of complex IT systems, related infrastructure and business change initiatives
  • Prior experience in servicing the information technology needs is strongly preferred
  • Advanced documentation skills to ensure that the knowledge repository is up-to-date.
  • Strong business acumen to understand business impact and risks in the Banking environment
  • Excellent communicator able to work at all levels
  • Strong sense of BAU prioritization
  • Must be a self-starter with excellent service attitude
  • Analytical and be able to apply disciplined approach in delivery
  • Able to lead and motivate people
  • Customer oriented & focused
  • Strong proficiency in spoken and written in English, proficiency in spoken and written in Chinese - Strong preferred

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages .
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