Customer Experience Response Engineer
About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
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.
- Solid 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.
To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.
