Customer Experience Response Engineer
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:
and Respond to critical alerts from Client Journey monitoring systems,
the Major Incident Management process if necessary.
dashboard and monitoring effectiveness.
initiatives for continuous improvement of monitoring tools and processes.
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
arise.
situational knowledge to correlate system anomalies with potential
situational causes.
Relationship Management:
rapport with key business (particularly Client Care Centre) management,
and Country Technology Management teams.
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:
incident reports to assess actual or potential client / business impact.
the Major Incident Management process for incidents impacting clients
the Priority of incidents according to the agreed Priority Matrix.
as an overall Situation Manager to ensure the right resources are
mobilized and that incident investigation and resolution is progressing
effectively.
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
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.
an Incident Dashboard to provide on-demand status updates for ongoing
technology incidents.
party to keep business stakeholders updated on the incident resolution
progress, gather impact details, and coordinate business contingency
arrangements.
a group chat channel and facilitate Business Bridge to provide real time
updates to key stakeholders.
Knowledge Management
up with support teams post service resumption to ensure root cause is
identified and preventive measures implemented to avoid recurrences.
RCA (Root Cause Analysis) discussions to ensure lessons learned are
recorded particularly in regard to monitoring, mobilization, response, and
recovery action improvements.
for knowledge management, ensure that resolution steps, preventive actions
etc. are well documented and kept for future reference.
business impact details for sharing with relevant stakeholders
outage and impact details are recorded accurately in source systems such
as Remedy †to ensure timeliness and accuracy of reporting.
reporting on incident trends and thematic analysis.
SRE / Problem Management
and attend RCA discussions %26amp; share lessons learned in terms of
incident detection, mobilization, diagnosis, and recovery.
debrief discussions (lite RCA process) for Low priority incidents when
required.
for identifying and providing feedback and prioritization assistance to
Production Support and SRE teams.
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.
to the identification and documentation of failure points using tools like
FEMA (Failure Mode Effects Analysis), Jira, etc.
Our Ideal Candidate
degree with knowledge in Information technology.
Years of IT experience. Banking domain is desirable.
on software engineering / development experience and / or support
experience in areas of application support, network engineering or unix
administration. Banking domain is desirable.
knowledge on Monitoring tools such as ITRS, BMC, Splunk, ELK, AppDynamics
etc.
knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies and
familiarity with key cloud concepts is a plus.
experience in co-ordination of many dependencies and multiple demanding
stakeholders in a complex, large-scale international environment
oral and written communication skills, ability to interact with business
representatives and senior management.
with Agile methodologies and tools such as Jira.
with SRE (Site Reliability Engineering) concepts
of ITIL - good to Have.
understanding of network topologies and concepts such as LAN, WAN and
Firewalls
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.
Job Details
Industry:
Function:
Roles:
About Standard Chartered
Similar Jobs
People Also Considered
Career Advice to Find Better
-
Job Search Strategy
-
Interview Tips
-
Resume & Cover Letters
-
Salary Negotiation
Power Your Job Search with these Top 10 Tips
Sep 02, 2020
A 5-Step-Guide to Getting Your Dream Job
Aug 24, 2020
Match your skills to your next job
May 06, 2020
10 steps to winning that video interview
Jun 04, 2020
How to dress for your next job interview
May 06, 2019
The Ultimate List of Don'ts to Avoid in Your Resume
Sep 02, 2020
6 words and phrases that kill your resume
May 06, 2020
Cover letter faux pas you should avoid
May 06, 2020
What to do when work stress pushes you over the edge
May 06, 2020
Why you should have two careers in your life
May 06, 2020
How to adapt to changing journalism jobs
Nov 20, 2016
4 signs it's time for a career change
Nov 14, 2016
Contract Jobs: Myths vs. Reality
Nov 05, 2016
Related Searches
Simple body text this will replace with orginal content