An'yst, Tech Support

Job Summary

This role is accountable for business and technical support of credit card management application in India. Responsibilities include Incident Management, Change and Release Management, Vendor Co-ordination, Risk & Compliance, Documentation.

Processes

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 specialization, in addition to incident resolution and prevention, the candidate may also be involved in a control capacity to ensure that new changes to the technology estate do not introduce instability. Serve as the primary liaison between internal stakeholders and vendor to resolve high priority issues. Ensure continuity of credit card services and provide support to resolve incidents within SLA. Track and escalate service requests on daily calls with the vendor support team. Participate in vendor review meetings and contribute to discussions regarding service improvement and optimization of support processes. Participate in major incident calls and co-ordinate with internal and external stakeholders to drive issue closure.

Key Responsibilities

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Country teams: Business (WRB), Technology (CTM), Operations
• Group teams: Technology, Projects
• Vendor application team

Other Responsibilities

• Embed Here for good and Group’s brand and values in India Technology team;
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;
• Multiple functions (double hats)

Skills And Experience

• Cloud
• Database
• Networks
• MS Office
• Incident Management
• Teamwork and Collaboration

Qualifications

• Bachelors/ Masters in Computer Science/ Information Technology or equivalent certification.
• Minimum 4 years of experience in production support and/or technology service management.
• At least 2 years of experience in working with external vendors.
• Strong understanding of IT Service Management principles and best practices
• Excellent prioritization, organizational and time management skills.
• Strong problem-solving and analytical skills with an emphasis on attention to detail.
• The position may require candidate to be on standby support during non-office hours for high-priority issues.

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.

Key skills/competency

• Incident Management
• Change Management
• Release Management
• Vendor Management
• Risk Management
• Compliance
• IT Service Management
• Problem Solving
• Analytical Skills
• Teamwork