Job ref no.: 2000019642 (CT3128478-01#0114)
Standard Chartered Bank

Customer Experience Response Engineer

Standard Chartered Bank

 

The Role Responsibilities

Monitoring and Situational Awareness:

  • Receive and Respond to critical alerts from Client Journey monitoring systems,
  • Trigger the Major Incident Management process if necessary.
  • Review dashboard and monitoring effectiveness.
  • Lead initiatives for continuous improvement of monitoring tools and processes.
  • Keep 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.
  • Use situational knowledge to correlate system anomalies with potential situational causes.

Relationship Management:

  • Build rapport with key business (particularly Client Care Centre) management, and Country Technology Management teams.
  • Develop 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:

  • Triage incident reports to assess actual or potential client / business impact.
  • Trigger the Major Incident Management process for incidents impacting clients
  • Assess the Priority of incidents according to the agreed Priority Matrix.
  • Act as an overall Situation Manager to ensure the right resources are mobilized and that incident investigation and resolution is progressing effectively.
  • Manage 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

  • Communicate 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.
  • Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.
  • Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.
  • Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.

Knowledge Management

  • Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences.
  • Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly in regard to monitoring, mobilization, response, and recovery action improvements.
  • Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
  • Collect business impact details for sharing with relevant stakeholders
  • Ensure outage and impact details are recorded accurately in source systems such as Remedy – to ensure timeliness and accuracy of reporting.
  • Facilitate reporting on incident trends and thematic analysis.
  • SRE / Problem Management
  • Trigger and attend RCA discussions & share lessons learned in terms of incident detection, mobilization, diagnosis, and recovery.
  • Conduct debrief discussions (lite RCA process) for Low priority incidents when required.
  • Responsible for identifying and providing feedback and prioritization assistance to Production Support and SRE teams.
  • Identify 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.
  • Contribute to the identification and documentation of failure points using tools like FEMA (Failure Mode Effects Analysis), Jira, etc.

Our Ideal Candidate

  • Bachelor degree with knowledge in Information technology.
  • 5+ Years of IT experience. Banking domain is desirable.
  • Hands on software engineering / development experience and / or support experience in areas of application support, network engineering or unix administration. Banking domain is desirable.
  • Good knowledge on Monitoring tools such as ITRS, BMC, Splunk, ELK, AppDynamics etc.
  • Good knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies and familiarity with key cloud concepts is a plus.
  • Proven experience in co-ordination of many dependencies and multiple demanding stakeholders in a complex, large-scale international environment
  • Excellent oral and written communication skills, ability to interact with business representatives and senior management.
  • Familiar with Agile methodologies and tools such as Jira.
  • Familiar with SRE (Site Reliability Engineering) concepts
  • Knowledge of ITIL - good to Have.
  • Basic understanding of network topologies and concepts such as LAN, WAN and Firewalls
  • Experience with Remedy, or Service Now is a plus.

Apply Now to join the Bank for those with big career ambitions.