Hiring for Support Manager

Job Description

*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. Its 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. Were 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 ResponsibilitiesSecurity Technology Services (STS) is a critical function within Standard Chartered Bank operating under the overall purview of Technology Services .Strategy

• The STS team is made up of cyber security thought leaders, who are accountable for the provision of a global set of cyber security services and products to maintain and continuously improve Bank s cyber security posture in today s ever evolving cyber security landscape.
• The STS team protect the Bank from cyber security threats by delivering effective information security technology services, managing, and responding to security incidents to ensure, and support the continuity and growth of Bank s business operations; and meet the both internal and external stakeholders expectations across 70+ countries and territories, in which SCB operates.

Business

• Security Production Support within STS, is a transversal service with a primary objective to provide Production Support Services (PSS) for all STS & CSS owned products and services. The PSS function requires an experienced Level 2 engineer to setup a production support, Run the production support and act as Site Resiliency Engieneer. across all security products and services in Data protection. This includes supporting all day-to-day producton support operations covering event, incident, problem, release and change activities. In addition to business-as-usual activities, the role is also expected to drive service improvement initiatives.

Processes

• Take End to End ownership of Security Technology Services incidents/Requests in order to resolve them within agreed service levels and to the satisfaction of customers
• Help PSS Team debug difficult issues and achieve resolution
• Meet or Better assigned SLAs
• Improve stability of applications through root-cause analysis and undertaking preventive / perfective maintenance activities
• Look at ways of improving the processes in order to achieve optimum productivity and continuous quality improvements
• Help the PSS Team to provide on call/ on premises coverage on a 7 day a week, 24 hour per day (24/7) basis
• Provide necessary support in development, testing and implementation of technical fixes using configurations and code change
• Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.

People and Talent

• Help team move to SRE model of working

Risk Management

• Adherence to the specified standards of Quality and Audit / Risk requirements

Governance

• To build relationship & network with stakeholders within & outside STS
• Ensure customer satisfaction through improved service and quality

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 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

• Production Support Service (PSS) Manager
• PSS Team Members
• Customers (Business)
• Service Desk Team Members
• IT Country Service Managers and Heads
• ITSC Unit members, Human Resources, Service Quality & Risk Team

Our Ideal Candidate

• Having a Bachelor degree in Computer Science.
• Have technical and functional knowledge of the security products, tools and services/capabilities
• Security tools indicated in the skills needed
• Have good understanding of ITIL practices and ITSM tools
• Has performed Production tasks within the SDF/SDLC process
• Has supported Change Management and Incident Management functions
• Highly motivated, results-driven, and able to multi-task
• Good communication and interpersonal skills, and able to work well with cross-organizational teams
• Experience with enterprise data centre design, DevOps, and Cloud Computing
• Technical Competencies
  • Cloud and container Knowledge
  • PostgreSQL database
  • Knowledge in the Aqua Client Side Components (Aqua Gateway, Aqua Enforcer) and Aqua Components hosted on Aqua Cloud (Aqua CyberCenter, Dynamic Threat Analysis:)
  • Knowledge in the Kubernetes Monitoring & Overview on Prometheus dashboard Monitoring
  • Knowledge in AWS EKS Managed Node Groups is preferred solution for AquaSec Console deployment
  • Python / Java / UNIX Shell Scripting
  • SRE & ITIL Skills

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Keyskills :
salestechnical supportslacustomer relationsdeliveryunix shell scriptingdata centerclient sidecyber securityservice levelsshell scriptingsecurity servicesfinancial marketsproduction supportincident management