Customer Experience Response Engineer

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.