Senior Incident Manager, Service Operations

Job Summary Strategy Awareness and understanding of the Group s business strategy and model appropriate to the role Business Facilitate technical troubleshooting efforts and engage additional technical support as needed including vendor support Collaborate with technical teams and form action plans for incident recovery with specific actions owner and deadlines and ensure these are completed Processes Lead and direct all activities during a major incident maintain a sense of urgency to ensure swift and effective restoration Host conference calls to facilitate effective management of a major incident throughout its lifecycle Matrix management of people processes and resources including third parties - including resolving conflict to move forward to resolution People Talent Build a strong collaborative relationship with the various support teams and understand various applications and technologies Key Responsibilities Risk Management Liaise with Crisis Management for incidents impacting Critical business applications or Core infrastructure services Identify process optimization opportunities and contribute to the implementation of proposed solutions Governance Document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal to provide an accurate timeline Ensure proper documentation of any changes implemented as part of incident resolution Regulatory Business Conduct Display exemplary conduct and live by the Group s Values and Code of Conduct Take personal responsibility for embedding the highest standards of ethics including regulatory and business conduct across Standard Chartered Bank This includes understanding and ensuring compliance with in letter and spirit all applicable laws regulations guidelines and the Group Code of Conduct Effectively and collaboratively identify escalate mitigate and resolve risk conduct and compliance matters Key stakeholders Establish and maintain communication channels with stakeholders including Senior Management Application Support teams Country Technology Managers Crisis Management Group Resilience Business Operations Problem Management Change Management Disaster Recovery Other Responsibilities Embed Here for good and Group s brand and values in India Workplace Services Major Incident Management Perform other responsibilities assigned under Group Country Business or Functional policies and procedures Qualifications Education Bachelor s Degree Any Stream Training Itil V4 Major Incident Management Certifications Itil Foundation Languages English Skills and Experience Major Incident Management Business Communication Skills Problem Management Change Management Risk Management Conflict Resolution About Standard Chartered We re an international bank nimble enough to act big enough for impact For more than 170 years we ve worked to make a positive difference for our clients communities and each other We question the status quo love a challenge and enjoy finding new opportunities to grow and do better than before If you re looking for a career with purpose and you want to work for a bank making a difference we want to hear from you You can count on us to celebrate your unique talents and we can t wait to see the talents you can bring us Our purpose to drive commerce and prosperity through our unique diversity together with our brand promise to be here for good are achieved by how we each live our valued behaviours When you work with us you ll see how we value difference and advocate inclusion Together we Do the right thing and are assertive challenge one another and live with integrity while putting the client at the heart of what we do Never settle continuously striving to improve and innovate keeping things simple and learning from doing well and not so well Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What we offer In line with our Fair Pay Charter we offer a competitive salary and benefits to support your mental physical financial and social wellbeing Core bank funding for retirement savings medical and life insurance with flexible and voluntary benefits available in some locations Time-off including annual leave parental maternity 20 weeks sabbatical 12 months maximum and volunteering leave 3 days along with minimum global standards for annual and public holiday which is combined to 30 days minimum Flexible working options based around home and office locations with flexible working patterns Proactive wellbeing support through Unmind a market-leading digital wellbeing platform development courses for resilience and other human skills global Employee Assistance Programme sick leave mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth with opportunities to reskill and upskill and access to physical virtual and digital learning Being part of an inclusive and values driven organisation one that embraces and celebrates our unique diversity across our teams business functions and geographies - everyone feels respected and can realise their full potential 39122