Snr Manager, Sre

Job Summary Its goal is to ensure maximum service quality and stability through fast and effective response to technical incidents and to be a catalyst for change via analysis and identification of continual service improvement opportunities Depending on the area of technical specialisation in addition to incident resolution and prevention it may also be involved in a control capacity to ensure that new changes to the technology estate do not introduce instability You are the customer- focused Service Team with technical expertise business awareness and interpersonal skills and knowledge over a wide range of technological tools Your primary responsibility is to facilitate the restoration of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities To drive the operations and culture where the customer and stakeholders are the first beneficiary Key Responsibilities To provide day today system support and system monitoring To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities Apply customer service skills to draw any further required diagnosis information from customer Work as part of a team providing coverage on a 7 day a week 24 hour per day 24 7 basis Ensure customer satisfaction through improved service and quality Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers Identify and highlight to the appropriate authority any service concern or improvement opportunity Expected to meet or exceed key measures and objectives of your role Ensure performance productivity skill and quality in line with the expectations Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules Regulations and Company and Group Policies Adherence to the specified standards of Quality and Audit Risk requirements Working closely with developers to review and under system package to be rollout in production environment Highly organized individual able to work on multiple project streams and clearly display current progress Logging Co-ordination escalation of issues and incidents - Track incidents and provide regular updates to users on request status and progress Trouble shooting - log file investigation and extract details for review Follow escalation procedures during outages and ensure root-cause analysis is performed Trend analysis Incidents resolutions Root Cause Analysis and Regular Reporting to identify areas for review for improvement Supply agreed metrics KPI s and trend reporting Escalate issues with any delays from upstream applications Escalate issues to the 2nd 3rd line teams to keep within SLA Ensure all new deployments have supplied correct documentation and training Maintain the support documentation to ensure all areas in scope are current and accurate Proactive approach to technology related activities To build relationship network with all stakeholders Skills and Experience Experience in Hadoop framework HDFS Elasticsearch shell script python AWS Devops Rundeck Postgresql PL Sql linux commands scala spark ETL Kubernetes Docker 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 39686