Support Manager - Kuala Lumpur, Malaysia - Standard Chartered

Standard Chartered

Verified Company

Kuala Lumpur, Malaysia

3 days ago

Posted by:

Siti Tan

beBee Recruiter

Description

Job:
Technology

Primary Location:
Asia-Malaysia-Bukit Jalil KL

Schedule:
Full-time

Employee Status:
Permanent

Posting Date: 24/Aug/2023, 11:05:57 PM

Unposting Date:
Ongoing

Role Responsibilities

JOB SUMMARY

Define key responsibilities
to reflect the duties and responsibilities of this role.

Strong knowledge and experience on PRPC internals and product architecture
PEGA System administration knowledge and strong handson in PEGA tools including AES, PAL, PLA
Knowledge in JAVA, PL/SQL and Unix
Strong debugging skills in PEGA and ability to play as independent contributor
Experience in JBOSS configuration for PEGA and DevOps model
Good Analysing skills command over written and spoken English

Strategy
Resiliency

Oversee the planned/unplanned disruption of production infrastructure to ensure accountability for building resilient, alwayson systems.

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

Develop automated predictive analysis of future capacity needs and drive the proactive upgrade of service capacity well in advance
Using Standard Chartered' s SDI (Software Defined Infrastructure) develop autoscaling to deliver robust resilience to fluctuations in critical service demand
Continuously monitor service demand / capacity for any discrepancies or spikes

Business
Availability/Reliability

Take responsibility for meeting SLA/XLA expectations around the operability and reliability of our critical user service journeys, where our customers expect a 24x7 digital service offering. Examples of "always on" techniques to be used include caching, circuit breakers, dark and canary releases, store and service patterns and alternate user experience flows.

Latency & Performance

Drive conversation around development velocity using SLIs/SLOs data to ensure development velocity vs. service reliability is optimized in partnership with Product Teams
Iteratively review SLI/SLO/Error Budget policy to ensure the quantitative indicators of customer experience are accurate
Where an increased focus on reliability is required influence senior stakeholders to ensure resourcing / effort is made available

Processes
Transition to Production

Champion and evolve continuous delivery best practice standards to reduce release related incidents, manual handsoff and achieve our aspiration of "zero ops"

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

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 governance, oversight and controls 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.

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.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

Application Debugging and production issue investigation
Requirement analysis, discussion with stakeholders and technical team.
Proper documentation and Delivery following Agile delivery model
Lead the team on technical design and guide to resolve complex technical issues
Weekly status report to senior management
Follow SCB standards and Compliance
PEGA Advanced
Java Advanced
Shell Scripting Advanced
Oracle DB Advanced
DevOps Tools Core
UNIX/Linux Core

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive dif