Manager, Technology Support

2 weeks ago


Mumbai Maharashtra, India Standard Chartered Full time

Job Summary Own and manage the trading floor IT for the Mumbai dealing room Owning everything as per the below Market Data Services MDS - market data apps like Bloomberg Refinitiv London Stock Exchange Group EIKON EBS support Regulatory Trading apps within the AG at least India and Germany Broker apps support coordinate with Regulators Brokers Trading voice System - IPC voice logger - part of voice communications FMIS own IPC trader voice globally which is one of the critical components for trading floors Transactional systems - Refinitiv FXT EBS BTS etc High end FM Workstations - The FM traders use multiple high configuration desktops called workstations equivalent to mini servers These power multiple critical trading applications for high performance stability Hardware operating system software all the application support on these workstations will be required VIP support to Financial Market traders - We support the trading floor on real time basis once they inform us we resolve the incident log an incident ticket for them close once resolved Support of the incident is managed by FMIS end to end ticket will not go to any GBS team they are not supposed to take control of a trader desktop FMIS manage the support end to end liaise with all the relevant support teams vendors to ensure timely resolution like service delivery management along with desktop app support New technical requests from FM business are tracked followed up with multiple support teams for timely closure to get the necessary application accesses Support the trading floors across shifts during the day standard 8AM to 6PM also follow the sun support to other geographies when required Regular communications to the stake holders on any kind of issues and the progress until complete resolution Microsoft email support Instant Chat e g MS-Teams Refinitiv Workspace etc Basic networking knowledge or experience with networks To provide 1st and 2nd line support for all users within Financial Markets to respond to faults and to requests for change including purchase and delivery of new products and services Ensure all problems are resolved and Service Now tickets updated in a timely fashion Work with the respective Technology Service Managers to deliver technical support consistent with the global strategies To manage and support the technical Dealing room standards and relationships - internal and external To ensure that the support is delivered globally with demonstrable Client focus in support of our objective to become core bank to our clients Key Responsibilities To provide 1st 2nd technical support for all Financial Markets business products and infrastructures Trader workstation EUC and ECN applications dealer telephony market data To prioritise resources to ensure services are delivered according to severity and urgency Problem and change Scheduled change SRM management - outstanding problem change management call logging call trends call reporting including high severity problem control All Service Now related initiatives and updates Ensuring standards are adhered to or dispensations raised To help manage vendors including onsite support engineers OSV who are responsible for the ongoing support of the Financial Markets businesses Ensuring a secure stable and highly resilient environment To apply knowledge of IT Financial Products and Best Market Practice to ensure that SCB achieve the best possible return for any investment made within the following arenas networks market information systems services and communications To plan implement and subsequently maintain efficient cost effective and highly resilient front office production systems Infrastructure and Applications and services to Group Audit and IT Technical Standards for Financial Markets businesses To ensure processes guidelines and procedures are in place and enforced for quality in installation running operating and support of all standard desktops servers local and wide area networking infrastructure legacy systems as well as email system To create and present written and verbal proposals to IT and business resources to ensure all work-undertaken meets budgeted costs and Group Standards To assist in new implementations or upgrades to existing systems including project management tracking and reporting To assist in the provision of business recovery sites to give the ability to conduct business transactions and monitor exposure in the event of a disaster Responsible for the enforcement of global strategies and standards in all Financial Markets locations including ensuring risk compliance processes procedures and security build standards are followed Risk management control KCSA assistance SIP initiatives and reporting including technical audit compliance directly and indirectly Project delivery into the FM business - to schedule to budget to agreed standard Accountable for the implementation and ongoing verification of Security patch s OS and Virus within SCB locations Protectors of the local environment including responsibility to ensure safe and tidy IT installations and cabling local regulatory compliance health and safety adherence etc To ensure that technical solutions proposed satisfy both the immediate and long-term needs of the business and ensure adherence with the Group s technical and security standards in all aspects of the team s activities Manage high severity problem co-ordination with local vendors resources and ensure ITSC s are updated with relevant information Ensure relevant postmortem attendance and ownership of actions To ensure that technology related audits are completed successfully Technology plays a vital role in business related audits for the handling of IT related matters To raise risks in the appropriate forums Skills and ExperienceFinancial Markets business Trading Room Support Trader Voice Support Regulatory Brokers Trading ApplicationsQualifications Minimum 8 Yrs knowledge experience in managing IT support operations and project implementations in a wholesale bank environment including trading room Knowledge of wholesale bank services that includes FX MM FI Commodity Equity Derivatives products Regulatory Broker Trading applications Understanding of the end-to-end IT infrastructure that supports the wholesale bank services including mainframe mid-ranges client-server networking telecommunications Strong knowledge of e-business trading tools Strong PC Server applications skills Strong knowledge of market information systems and services Strong knowledge of client server technologies Strong understanding of networking Knowledge of technologies and industry trends in relation to business requirements and the direction of the Group Clear understanding of IT security policies About Standard CharteredWe 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 offerIn 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 27458


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