Customer Experience Response Engineer

Customer Experience Response Engineer

Standard Chartered
China Hong Kong
5-8 years
Not Specified

Job Description

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%27s 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%27re 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

Monitoring and Situational Awareness:
  • Receive
    and Respond to critical alerts from Client Journey monitoring systems,

  • Trigger
    the Major Incident Management process if necessary.

  • Review
    dashboard and monitoring effectiveness.

  • Lead
    initiatives for continuous improvement of monitoring tools and processes.

  • Keep
    abreast of planned system changes, business campaigns and economic,
    political, social and environmental factors to facilitate implementation
    of mitigating measures and rapid response to technology issues that may

  • Use
    situational knowledge to correlate system anomalies with potential
    situational causes.

  • Relationship Management:
  • Build
    rapport with key business (particularly Client Care Centre) management,
    and Country Technology Management teams.

  • Develop
    a deep understanding of the business and client experience to facilitate
    triage of incident reports, communication, and identification of work
    arounds and contingency arrangements.

  • Incident Management:
  • Triage
    incident reports to assess actual or potential client / business impact.

  • Trigger
    the Major Incident Management process for incidents impacting clients

  • Assess
    the Priority of incidents according to the agreed Priority Matrix.

  • Act
    as an overall Situation Manager to ensure the right resources are
    mobilized and that incident investigation and resolution is progressing

  • Manage
    incident bridges to ensure technology responders are able to effectively
    work towards resolution and non-technology stakeholders are given proper
    updates on impact, work arounds, status and progress without interrupting
    resolution activities.

  • Communication
  • Communicate
    effectively to key stakeholders across the organization including senior
    business, country, risk, and technology stakeholders to keep them informed
    about the impact and status of ongoing technology incidents.

  • Operate
    an Incident Dashboard to provide on-demand status updates for ongoing
    technology incidents.

  • Primary
    party to keep business stakeholders updated on the incident resolution
    progress, gather impact details, and coordinate business contingency

  • Operate
    a group chat channel and facilitate Business Bridge to provide real time
    updates to key stakeholders.

  • Knowledge Management
  • Follow
    up with support teams post service resumption to ensure root cause is
    identified and preventive measures implemented to avoid recurrences.

  • Attend
    RCA (Root Cause Analysis) discussions to ensure lessons learned are
    recorded particularly in regard to monitoring, mobilization, response, and
    recovery action improvements.

  • Responsible
    for knowledge management, ensure that resolution steps, preventive actions
    etc. are well documented and kept for future reference.

  • Collect
    business impact details for sharing with relevant stakeholders

  • Ensure
    outage and impact details are recorded accurately in source systems such
    as Remedy †to ensure timeliness and accuracy of reporting.

  • Facilitate
    reporting on incident trends and thematic analysis.

  • SRE / Problem Management
  • Trigger
    and attend RCA discussions %26amp; share lessons learned in terms of
    incident detection, mobilization, diagnosis, and recovery.

  • Conduct
    debrief discussions (lite RCA process) for Low priority incidents when

  • Responsible
    for identifying and providing feedback and prioritization assistance to
    Production Support and SRE teams.

  • Identify
    areas of improvement in monitoring, housekeeping and capacity planning to
    proactively avoid incidents, and where applicable, assist in the
    development, testing and implementation of software solutions.

  • Contribute
    to the identification and documentation of failure points using tools like
    FEMA (Failure Mode Effects Analysis), Jira, etc. 

  • Our Ideal Candidate
  • Bachelor
    degree with knowledge in Information technology.

  • 5+
    Years of IT experience. Banking domain is desirable.

  • Hands
    on software engineering / development experience and / or support
    experience in areas of application support, network engineering or unix
    administration. Banking domain is desirable.

  • Good
    knowledge on Monitoring tools such as ITRS, BMC, Splunk, ELK, AppDynamics

  • Good
    knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies and
    familiarity with key cloud concepts is a plus.

  • Proven
    experience in co-ordination of many dependencies and multiple demanding
    stakeholders in a complex, large-scale international environment

  • Excellent
    oral and written communication skills, ability to interact with business
    representatives and senior management.

  • Familiar
    with Agile methodologies and tools such as Jira.

  • Familiar
    with SRE (Site Reliability Engineering) concepts

  • Knowledge
    of ITIL - good to Have.

  • Basic
    understanding of network topologies and concepts such as LAN, WAN and

  • Experience
    with Remedy, or Service Now is a plus.

  • Apply now to join the Bank for those with big career ambitions. 
    To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

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