Support Analyst

Job Description

The Role ResponsibilitiesJob RoleRole is shift based handling Production support.The Production Support Role is responsible for

• ensuring availability and reliability of all production
• applications aligned with his / her subset of applications within a line of business supported by his manager

Key Responsibilities

• Primarily responsible for the stability of the production system. direct second and third level of support for problem diagnosis and resolution as per the agreed SLAs. Tracks the adherence to SLAs / OLAs.
• Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting.
• Responsible for knowledge management, ensure that resolution steps, preventive actions, etc are well documented and kept for future reference
• Responsible for identifying and implementing the service improvement programs to improve the overall stability of the application. Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents.
• Proactively identify opportunities for change within the production environment.
• Analysis and deliver periodic changes to production systems to improve efficiency.
• Analyse and engineer changes on production systems and participate in task forces where required to improve service quality.
• Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application. Perform detailed risk assessment for production changes and conduct quality review of deliverables to ensure contents meet the required standards. Review the dependent
• changes of the surround systems, infrastructure, networking, etc Responsible for ensuring proper technical plans are in place for all production changes (e.g. fallback plan, implementation plan, data conversion, etc
• Ensures that all production changes are processed according to Change Management policies and procedures.
• Ensures that appropriate levels of Quality Assurance have been met according to QMF standards for all changes / release implemented.
• Participate and support the DR / BCP related activities. Primarily responsible to follow the documentation given to migrate to DR / BCP.
• Responsible for adhering to the established process of Incident, Problem, Change and Release management.
• Responsible to proactively identify the risks in the application and manage the mitigation actions.
• Responsible for managing, tracking and timely closure of risks and other compliance related issues in Riskwise (Information Security risks) and Phoenix (Operational Risks).
• Participate in internal / external risks and responsible for timely closure of audit action items.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Groups 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 to achieve the outcomes set out in the Banks 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.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

• CIO Team, Service managers, business Owners, Risk managers

Other Responsibilities

• Incident and Change management
• Proactive and Preventive measures
• Service Improvements

Our Ideal Candidate

• Minimum qualification of graduate with technical competency is required.

Role Specific Technical Competencies

• Oracle
• Control M
• Linux

About Standard CharteredWere an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.Visit our careers website

Keyskills :
oraclelinuxControl M