Support Manager

4 weeks ago

Kuala Lumpur, Malaysia Standard Chartered Full time

**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 hands-on 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, always-on 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 auto-scaling 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 hands-off 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

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