Support Specialist

Key Responsibilities

Strategy

Resiliency

• Team member to enhance application service and infrastructure resilience through self-healing and automated failovers - target a 99.99% up-time to customers.
• Assist in the running of planned random 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

• Enhance application and infrastructure scalability via iterative capacity management with the goal of reducing the effort required for capacity reviews through deep monitoring and auto-scale properties.
• Continuously monitor capacity for any discrepancies or spikes
  
  

Business

Availability/Reliability/Performance

• Design, Code, implement break fixes to improve service availability based on outcomes of thematic reviews
• Participate in post mortem reviews helping to ensure each exercise is a blameless “adjust” opportunity
• Monitor SLIs/SLOs in partnership with Product Teams to achieve the optimal development velocity
  
  

Processes

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

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations in the team and work in collaboration with other team members.
  
  

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 Group’s arrangements to deliver effective governance, oversight and controls in the business 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.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and Willingness to work with any local regulators in an open and cooperative manner.
  
  

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.
• Lead the Production Engineering team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  
  

Key stakeholders

• Business Heads in the country and the group
• Domain Heads in Tech Services
• Country CIO and CTM
• Business CIO
  
  

Other Responsibilities

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

Qualifications

• Relevant degree in Computer Science/Technology and evidence of continuous professional development in an IT role with SRE Certification
  
  

Skills And Experience

• SRE
• Monitoring Tools
• Automation Scripts
• Micro Services
• Kubernetes
• AWS
  
  

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve 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 youre 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 cant 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, youll 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.

---