Service Manager - Enterprise Batch Management (EBM) Service Manager - Enterprise Batch Management  …

Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Service Manager - Enterprise Batch Management (EBM)
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.

The Role Responsibilities
  • Drive the Service Management layer, so that it is;
    • Trusted
    • Renowned as experts within the EBM team
    • Sought after by Domains and engaged proactively (by users) for all new project discussions
  • User Engagement
    • Be the face and first point of contact of the EBM team for all initial user enquiries
    • Be the EBM escalation point for senior Domain stakeholders
    • Interface and drive EBM service improvement with Batch Domains Champions
  • Be the forefront in governance, service reviews, defining metrics and triggering "get to green" initiatives for non-performing service targets or metrics.
  • To channel feedback received from each user Domain and utilise that information to input into the overall SCB EBM strategy assisting the 'Head of EBM'
  • Accountable and responsible for stakeholder management and communication during major incidents
  • To own all new App onboarding/offboarding and remain as the focal point for the new team as they move through the commissioning/decommissioning process.
  • Drive batch failure rate down through analysis of historic batch failure data and user engagement
    • Assist users in identifying root cause of failures and assist in remediation if necessary
    • Assist users in understanding better batch job configurations, scheduling opportunities
    • Identify jobs that are not appropriate for Control-M 9 (i.e. Jobs designed as an alternative to using monitoring tools)
    • Proactively pre-empt batch failures caused as a result scheduled changes and DR tests
  • To promote and drive Control-M usage by ensuring those teams utilising alternative solutions are fully aware of Control-M and the EBM teams' capabilities, costs and benefits.
  • Keep up to date on latest (and planned) BMC Control-M modules/plugins, functionality, changes etc. and identify use cases and benefits for possible SCB deployment by possessing intimate knowledge of each Domains current and (expected) future requirements.
  • Be a senior leader within the EBM team and assist in the development and growth of all junior members of the team.
  • Educate user base on Control-M functionality, best practice guidelines and EBM standards
    • Educate users in through Training sessions, consulting, creation of guides, delivery of workshops or through directing users to existing online training material and courses).
    • Carryout regular Training Needs Analysis (TNA) and identify training requirements
  • Identify and present any initiatives that can reduce EBM costs (that don't have a material impact on stability and service levels).
  • Identify and present any initiatives that can improve stability, processes, speed and service levels - especially initiatives that removed manual tasks and enhance automation.
  • Assist in the identification of any operational risks with the management of batch within the bank
  • Lead all projects that have a significant impact on the user body

Our Ideal Candidate
  • Working experience in Enterprise Automation Tools, preferably BMC Control-M
  • Excellent batch management knowledge and experience
  • Ability to communicate effectively and influence others
  • Other Key Skills - Critical Thinking, Strategic, Analytical, Stakeholder Management, Presentation, Attention to Detail
  • Proven experience in taking initiative and working with autonomy to deliver value
  • Technical Knowledge - Scripting, Database, OS, Application Development Lifecycle, Integration with various tools and technology,
  • Holistic IT knowledge with good 'IT Common sense'
  • Practical knowledge of ITAM/SACM tools such as Remedy and Reporting mechanisms
  • A decision maker, individual contributor, with great attitude to get things done
  • The individual should have experience in managing large enterprise batch estates. (>25k Configured jobs)
  • Experience working within the financial services sector
  • Experience with Control-M version 9 and modules/plugins
    • Control-M Self Service
    • Workload Change Manager
    • Batch Impact Manager
    • Control-M Archiving
    • Control-M MFT
    • Control-M API
    • Control-M Workbench
  • Proven experience in Batch failure reduction programs
  • Project Management experience with formal certification
  • Strong ITIL background
  • Passion to drive improvements and process-oriented strategies
  • Practical knowledge of ITAM/SACM tools such as Remedy, SCCM
  • MS Office Suite (Word, PowerPoint & Excel) & Atlassian Tools (JIRA, Confluence)

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