Manager, Tech Support

We are seeking a candidate for the position of System Matter Expert with expertise in the Lending domain and knowledge of the ACBS product to oversee production support. The candidate should have strong hands-on experience in ACBS application navigation & configuration setup, Strong interpretation of customers, facilities, loans, interest, fees & GL balances, Hands-on knowledge about payments and notices.

Strategy*
•    Should understand the site-specific functionalities of ACBS and provide functional support to end users.
•    Lending Domain knowledge is must. 
•    Responsible for functional incident tickets / queries are resolved within stipulated timeline.
•    Track incidents and provide regular updates to users on request status and progress.
•    Provide functional guidance and on-call support for any batch failure / incident.
•    Monitor the application, perform health checks and ensure application and its components are healthy.
•    Proactively identify issues and risks in the system and suggest/drive fixes.
•    Prioritize problem tickets that needs to be worked by the developer in fixing the issue.
•    Perform SIT testing for fixes received for an issue and engage end users for UAT & UVT.  
•    Support weekend change implementation, DR/BCP test and other related changes as required.
•    Work with internal teams across verticals, manage and drive discussions with stake holders.
•    Coordinate change implementations, DR drills, BCP, maintain AIG, ASRM and other project documents.
•    Ensure PSS process compliance –Incident/Change/Problem Management.
•    Open to work in shifts. 

Business*

•    Back office support knowledge – reconciliations, confirmations, payments.
•    Exposure/Experience in ‘Financial Markets’ or ‘Lending” domain will have more weightage

Processes*
Should be fully aware of ITIL concepts and should have done an ITIL certification. 

People & Talent*

•    Individual Contributor with very good communication skills and majority of experience in production support. Bachelor’s degree in computer science or equivalent. 

•    Must have - strong hands-on experience in ACBS application navigation & configuration setup.
•    Strong hands-on experience on understanding Lending as a product and recent market updates.
•    Strong interpretation of customers, facilities, loans, interest, fees & GL balances.
•    Should have 8-10 years’ experience of ACBS application handling and provided functional support.
•    Hands-on knowledge about payments and notices.
•    Passion for investigation and provide parameter / configuration fixes.
•    Having technical knowledge about Oracle SQL, Control-M and SAP BO will be an added advantage
•    Good process awareness – Incident Management, Change Management, Problem Management.
•    Strong team player, effective at communicating internationally and used to working closely with clients.
•    Multitasking abilities, attitude to learn and explore, come out with new and innovative ideas.
•    Excellent presentation skills using MS Office tools.
•    Highly motivated to learn and manage different applications across the teams

Risk Management
•    Ensure production systems comply with banking regulatory guidelines.
•    Maintain production documentation, SOPs, and audit evidence.
•    Support internal and external audits.
•    Ensure controlled change management in production environments.
•    Collaborate with InfoSec and Risk teams to mitigate cybersecurity threats.
•    Support disaster recovery planning, drills, and business continuity readiness.
•    Ensure secure eSDLC and patch governance processes are enforced.
Governance
•    Responsible for maintaining the production adherence to the process and Governance.
•    Ensure compliance with central bank guidelines, internal audit controls, and information security standards.
•    Maintain audit-ready documentation and production control evidence.
•    Establish production governance forums and risk review mechanisms.
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.
Key stakeholders
•    CCIB – Product enablement Business and Ops team

Education
•    Bachelor’s or Master’s Degree In Computer Science, Engineering, or Related Field.
Database
•    Oracle DB, UNIX

ITIL , IT Service Management, UNIX, Monitor Systems

• Bachelor’s degree in computer science or equivalent
• Strong MS Office skills – Excel, PowerPoint, Word etc.
• ITIL foundation certified or advanced will have an added weightage.
• Knowledge on SQL query, Oracle, PL/SQL

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've 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 you're 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 can't 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, you'll 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
• Are 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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.