Support Lead

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 17 Oct 18

Support Lead

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.

Key Responsibilities

•Manage high severity incidents or critical issues, provide end-to-end support and implement resolution to resolve incidents within SLA
•Provide root cause analysis for high severity issues, ensure all follow up action points are carried out
•Primarily responsible for the stability of the production system. Direct second and third level of support for problem diagnosis and resolution as per the agreed SLA's. Tracks the adherence to SLA's / OLA's.
•Responsible for identifying and implementing 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.
•Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application. Review the dependent changes of the surround systems, infrastructure, networking etc... Responsible for ensuring proper technical plans are in place for all production changes (e.g. fallback plan, implementation plan, data conversion etc...)
•Responsible to proactively identify the risks in the application and manage the mitigation actions. Responsible for managing, tracking and timely closure of risks and other compliance related issues in Riskwise (Information Security risks) & Phoenix (Operational Risks).
•Create, Review and update Production Support documentation. Update of contingency (DR/BCP) documentation and processes.
•Provide inputs to support manager for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items.
•Participate in cross-training and knowledge transfer activities within support teams

Must have Skills:

1.Working experience > 7 years
2.Must be strong and hands-on in the technical skills such as either on Oracle, PL/SQL,MS SQL, Java, Web Sphere, MQ, Windows or Linux platform.
3.Support experience minimum > 5 years.
4.Debugging, analysis and troubleshooting skill
5.Need to provide technical guidance to the team members

Nice to have Skills:

1.Working experience in banks or financial institutes
2.Knowledge on wealth management products especially on investment and insurance domain knowledge.
3.Working experience on non-technical fields in Wealth Management business e.g. Operation, Risk & Control
4.Hands on experience of WebSphere/WebMethod

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