▷ 3 Days Left: Senior Support Manager

Key Responsibilities Responsible for the continuous improvement of the service level through timely analysis of data and corrective actions derived Provides performance reports and analysis trends and pro-active recommendations based on in-depth trend analysis Drive and report achievements through key performance indicators and success stories Responsible for creating a framework for periodic reporting and identification for areas of improvement in operational performance parameters Define and help to develop interactive dashboards analytical reports Lead department s branding and marketing strategy manage and standardize communications channels and publications Support department head on general and team administrative strategy execution transformation stakeholders and vendor management Streamline and simplify processes to support agile and speed to markets while maintaining high level of controls Strategy Resiliency Lead part of SRE team to enhance application and infrastructure resiliency of service through self-healing and automated failovers - target a 99 9 up-time to customers Oversee the planned unplanned disruption of production infrastructure to ensure accountability for building resilient always-on systems Build resilience into the application so underlying system failures are handled gracefully and do not impact end users Influence design development teams to always be thinking of the rainy-day scenarios Efficiency Identify opportunities to eliminate all manual and repeatable activities toil via tooling and automation Reduce the number of repeat incidents by permanently fixing the underlying root cause of issues Capacity Planning Develop automated predictive analysis of future capacity needs and drive the proactive upgrade of service capacity well in advance Using Standard Chartered s SDI Software Defined Infrastructure develop auto-scaling to deliver robust resilience to fluctuations in critical service demand Continuously monitor service demand capacity for any discrepancies or spikes Business Availability Reliability Take responsibility for meeting SLA XLA expectations around the operability and reliability of our critical user service journeys where our customers expect a 24x7 digital service offering Examples of always on techniques to be used include caching circuit breakers dark and canary releases store and service patterns and alternate user experience flows Lead own manage monitor and optimize the reliability and health of all environments Design code implement break fixes to improve service availability based on outcomes from thematic reviews Latency Performance Drive conversation around development velocity using SLIs SLOs data to ensure development velocity vs service reliability is optimized in partnership with Product Teams Iteratively review SLI SLO Error Budget policy to ensure the quantitative indicators of customer experience are accurate Where an increased focus on reliability is required influence senior stakeholders to ensure resourcing effort is made available Processes Transition to Production Champion and evolve continuous delivery best practice standards to reduce release related incidents manual hands-off and achieve our aspiration of zero ops Partner with development teams to ensure applications are designed with scale resilience and performance in mind Monitoring Optimize monitoring to reduce false positive alerts Creatively deepen monitoring capabilities leveraging the 3 tenets of observability - logs metrics and traces Ensure all critical user service journeys are traceable end to end Ensure Production Solutions are fit for purpose Where gaps are identified put a plan in place to uplift the toolset People and Talent Establish and manage SRE team when applicable Drive efficient target operating model and enhance the existing capabilities of the team Lead through example and build the appropriate culture and values Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives Risk Management Identify key issues in the business areas being supported and based on this information put in place appropriate controls and measures to assess monitor control mitigate risks Ensure a full understanding of the risk and control environment within Technology Services Ensure support procedures are in place and adhere to Group Security Audit policies within Technology Services Active engagement with all audit issues arising in this support environment Governance Responsible for assessing the effectiveness of the governance oversight and controls and if necessary oversee changes in these areas Awareness and understanding of the regulatory framework in which the Group operates and the regulatory requirements and expectations relevant to the role Qualifications Relevant degree in Computer Science Technology and evidence of continuous professional development in an IT role Skills and Experience Skill Sets More than 8 years of overall IT experience in application development production support DevOps Or SRE added support engineer Any experience in 1 or more of the following technical skills will be added advantage Technical Skills Batch management Scheduling tools such as Control M Autosys Monitoring analytical tools such as ITRS Grafana ELK Prometheus Sysdig Microservices management tools such as Kong Istio Jersey In-memory Distributed databases like Redis MongoDB Cassandra Hazelcast Postgres DevOps tool stack such as Jenkins Ansible BitBucket GIT Maven Docker Rundeck Messaging Streaming tools like Kafka Active MQ iMFT FileID Programming Scripting languages such as Python Perl Power shell Bash Java J2EE Angular JS Spring Microservices Basics of Oracle MS SQL database administration Basics of Unix Linux Windows administration OpenShift Kubernetes AWS Azure cloud platform support Soft skills Excellent communicator with strong command in English Expressive creative and ability to think out-of-box Enthusiastic problem solver with exceptional analytical skill Strong team player but able to complete tasks independently with minimal guidance Never settle mindset always challenge the status quo High learning aptitude able to learn new products and technology very quickly 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 38034