Senior Manager – Production Support (Cards & Rewards) Senior Manager – Production Support (Cards &  …

Standard Chartered Global Business Services Sdn Bhd
in Petaling Jaya, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Global Business Services Sdn Bhd
in Petaling Jaya, Malaysia
Permanent, Full time
Be the first to apply
Senior Manager – Production Support (Cards & Rewards)
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
  • To resolve complex (L2/L3) incidents and follow by root cause analysis (RCA) to mitigate reoccurrence. A must for major or potential issue.
  • Perform monthly trending on tickets and provide sound resolutions to eliminate repeat problem tickets.
  • Regularly review the nature of problem tickets with a view to migrate the handling of these tickets to Level 1 support.
  • Consistently to provide training and coaching to up-skill the Level 1 staffs on product and technical knowledge to handle problem tickets of a more complex nature.
  • Effective engagement with Country stakeholders for any critical issue.
  • Support capacity review to ensure the systems still able to cope with the business volume growth.
  • Involved in the project reviews and identify the potential gaps and ensure alignment with processes and compliances before rollout the system in production environment.
  • Perform team management and administrative tasks.
  • Prepare and submit financial documentation pertaining to budgeting and compensation.

Our Ideal Candidate
  • More than 10 years hands on development or production support experience for credit card application.
  • Good analytical and problem-solving skills.
  • Good communicate skills to interact with the business and technology stakeholders.
  • Have hands on technical experience on Mainframe or AS400 platforms.
  • People Management experience and lead a team with size of > 10.
  • Good understanding on processes and compliances in support operation in banking environment.
  • Risk management - manage and track all the risks registered on applications supported and ensure closure of the risk items before expiry.
  • Audit - front correspondences for audits in scope for application supported (internal or external)
  • Development - experience in application development, preferably agile basic knowledge and understanding.

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