• Competitive
  • Hong Kong
  • Permanent, Full time
  • Standard Chartered Bank
  • 2019-04-18

Technical Support Specialist, Online & Mobile Bkg

  • Location: Hong Kong
  • Salary: Competitive
  • Job Type: Full time

Technical Support Specialist, Online & Mobile Bkg

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.

We are looking for Technical Support Specialist - Online & Mobile Banking production support, a 24/7 customer facing channel application

The Role Responsibilities
  • - Application Infrastructure support including Websphere, Linux, DB2.
    - Responsible for support, maintenance and documenting technical specification as part of a Production Support Team.
    - IAD preparation
    - Review BRD & FSD
    - Prepare & manage the DR activities
    - Manage high severity incidents.
    - Production change management activities.
    - Prepare, Review and execute change implementation plans.
    - Analyse the Change impact in production environment. Provide change implementation support.
    - Perform production support activities by:
    - Weekend technical support activities
    · Providing root caused analysis and resolution within the specified SLA
    · System maintenance
    - Capacity Management.
    - Data Analysis
    - Application Infrastructure management.
    - Identify system Gaps. Prepare & execute the Service Improvement plans.
    - Resolve complex (L2 / L3) incidents & manage security incidents.
    - Technically manage the vendor services through service reviews.
    - Perform monthly trend analysis on incidents, problems tickets and provide sound resolutions to eliminate repeat problem tickets.
    - Regularly review the nature of L2 problem tickets with a view to migrate the handling of these tickets to L1 support.
    - Identify the proactive monitoring requirements for the implement through automated tools.
    - Project engagement activities like Architecture and design review and change implementation activities.
    - 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.
    - RCAs are performed for all high severity issues and fix completed.
    - Provide timely workaround solutions for failing issue pattern which requires source code fix.
    - Track Digital Certificate expiry and timely renewal of certificates and implementation and avoid service interruptions.
    - Manage audit & Risk for application tech. support scope of work.

Skills & Attirbutes
  • At least 8-10 years of experience in production support & development environment
  • Good analytical and problem solving skills
  • Able to interact and communicate well with users & business and tech. Support managers / heads.
  • Have technical knowledge and hands on experience on websphere, Linux, DB2, EmberJS, Spring-boot, Docker framework.
  • Java architecture/framework such as Struts, Spring MVC, Hibernate, CXF, Castor, Linux, etc.
  • Experience in DB2, Oracle DB objects/design such as Stored Procedure, View, Trigger, etc.
Apply now to join the Bank for those with big career ambitions.