apply now Senior Technical Analyst

Job Description

*Role Responsibilities Objectives
• To transform conceptual design proposal into consumable feasible service for SCB messaging infrastructure worldwide, including introducing new service, new feature in existing service, or new server rollout.
• Support and administration of Microsoft Exchange Server versions 2016 and Exchange Online (M365).
• Support and administration of Microsoft Windows Server versions 2012 / 2016.
• 5+ years of Powershell Scripting: PowerShell Guru (understands how PowerShell interacts with API).
• Experience with Powershell script logic on Windows and Exchange related is key deliverables.
• To review operation feasibility and end user experience for any new design and AIG from Engineering team, and provide constructive feedback.
• To support and administering SCB messaging infrastructure whenever is necessary.
• Providing Global Operations Support to planned infrastructure activities, Messaging approved and BAU projects and resolution of incidents via ticketing system. After hours On-Call weekly rotations throughout the team.
• Provide messaging services troubleshooting support including: Exchange 2016 server and Exchange Online (M365), Mail routing/SMTP , MS EDGE and network related issues, External Mail Gateways.
• Assisting in developing policies, procedures, and standards for messaging specific products and services and monitoring adherence to define standards.
• To implement changes into production and adhere to Group governance policy, with minimal production impact.
• To engage relevant stakeholders and give promptly progress / Status update in all issuelogs/project phases.
• To prepare fundamental documents including operation guide, issue log, checklist, various testing results, signoff, etc.
Key Responsibilities
• Support and administration of Microsoft Exchange Server versions 2016 and Exchange Online (M365).
• Support and administration of Microsoft Windows Server versions 2012 / 2016.
• Support and maintain all scripts in working state.
• Explore automation opportunity to address manual tasks.
• Implementation of new operational procedures and regular review and improvement of the existing procedures including assistance in acceptance testing. To ensure documentation, guidelines and procedures are in place and enforced for quality in operational processes.
• Provide input during acceptance phase of new projects to ensure that operational functions are supportable or maintainable.
• To assist in new implementations or upgrades to existing systems, including project management, tracking, and reporting.
• To identify and determine course of technology development implementation to facilitate support services for the users.
• To ensure that technical solutions proposed satisfy both the immediate and long-term needs of the business, and ensure adherence with the Group s technical and security standards in all aspects of the team s activities.
• Apply customer service skills to draw any further required diagnosis information from customer.
• Participation and contribution in the resolution of Messaging related escalations and incidents reported through incident management system.
• Develop methods and procedures for resolving Messaging related problems, and training analysts in problem resolution.
• Help to develop methods and procedures to improve operational processes, technology solutions, and service level expectations.
• Lead initiatives and provide technical solutions to reduce the volume and mean time to recover incidents.
• Contribute technical expertise to complex root cause analysis and problem management.
• Contribute to detailed implementation / project plans across multiple, complex, work streams according to agreed standards and ensures project processes and timelines are understood and followed.
• To evaluate the technology solutions delivered by business and Design team, develop acceptance criteria and process for the operability and supportability of the solutions.
• Work as part of a team providing coverage on a 7 day a week, 24 hours per day (24/7) basis.
• Continuous Improvement in Productivity to the standards prescribed from time to time and Upholding the Values of the Group and Company at all times.
• To transform conceptual design proposal into consumable feasible service for SCB messaging infrastructure worldwide, including introducing new service, new feature in existing service, or new server rollout.
• Compliance with all applicable Rules / Regulations and Company and Group Policies.
Processes
• Integration of our delivery frameworks - Ensure the resilience deliverable during requirements analysis, design, development and test phases along with ensuring best practices are followed.
• Participate in architectural discussions and ensure that solutions match requirements. Contribute to this discussion, and moderate recommendations and options for Operations business as usual.
• Communication management - Perform Status reporting, escalations, stakeholder communication.
• Ensure compliance with the Bank s security, resiliency, quality, and production readiness processes.
People and Talent
• Provide guidance and coaching for junior members
Risk Management
• Ability The ability to interpret the Group s Messaging Infrastructure and its routines / operations, identify key issues based on this information and put in place appropriate controls and measures.
• Engage relevant stakeholders to deploy fixes to address identify risk gap.
Regulatory and 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 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.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.
Key Stakeholders
• Messaging Engineering Team.
• Messaging Operation Team.
• Service Desk Management Team.
• Country Technology Management Team.
• Other interfacing technology teams relates to Messaging Infrastructure including network team, Active Directory, O365, etc.
• Supporting vendors eg Microsoft, Vodafone ATOS, etc.
Our Ideal Candidate
• 10 + years experience in managing MS exchange environment Exchange 2010, 2013, 2016 and Symantec Enterprise Vault, Microsoft Edge and External Email Gateway.
• 8+ years experience managing mid to enterprise Microsoft Environments. Specialization in Windows 2012, 2016 and Active Directory.
• Strong messaging experience with solid knowledge of Exchange 2013/2016/Exchange Online (M365) and power shell as well as resolution of incidents via ticketing system.
• Experience setting up and configuring Exchange 2013 / 2016 / Exchange Online (M365) systems include writing power shell scripts.
• Clear understanding of messaging standards and protocols.
• Must be able to proactively identify problem areas and provide or recommend solutions. Strong analytical and creative problem-solving skills for design, creation and testing of complex systems.
• Good interpersonal skills and ability to work effectively as part of a global support team. Completing tasks within deadlines.
• Must be able to prioritize tasks and be flexible in terms of tasks.
• Able to communicate effectively with internal and external customers, including senior leaders of the organization.
• Self-motivated individual who is able to work independently, take ownership and organize work flow to concurrently meet multiple milestones and deadlines.
• Excellent customer service and communication skills.
• Strong critical thinking and analytical skills.
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Keyskills :
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