Support Lead Support Lead …

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
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.

Brief Scope
  • Application Infrastructure support including AS400, RPGILE, MQ.
  • Responsible for support, maintenance and documenting technical specification as part of a Production Support Team.
  • 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
  • Weekend technical support activities
    • Providing root cause analysis and resolution within the specified SLA
    • System maintenance
  • Capacity Management.
  • Data Analysis

The Role Responsibilities
  • Application Infrastructure management.
  • Identify system Gaps. Prepare & execute the service Improvement plans.
  • To resolve complex (L2 / L3) incidents & manage security incidents.
  • Technically manage the vendor services.
  • Risk & Audit management.
  • Perform monthly trending on the root cause of 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.
  • Consistently to provide 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.
  • Ensure RCAs are performed for high severity issues.
  • Provide timely workaround solutions for failing issue pattern which requires source code fix.
  • Audit & Risk Management.

Our Ideal Candidate
  • 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 RPGLE, SQLRPGLE, CLLE, DB2400, Query400, MQ, MIMIX.
  • Good Stakeholder management skills.
  • MIMIX implementation and support knowledge
  • Presentation skills

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