Customer Experience Response Engineer

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Global Business Services Sdn Bhd
  • 26 May 19

Customer Experience Response Engineer

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. It's 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.

We're 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.


Job Purpose:

  • Ensure maximum service quality and stability through fast and effective identification of, and response to, technical incidents.

  • Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.

  • Develop a deep understanding of the business and technology services and advise stakeholders on available work arounds and contingency arrangements.

  • Be a catalyst for change via analysis and identification of service improvement opportunities.

  • Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.

  • Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents.

  • Proactively identify, assess, mitigate and monitor risks in the domain.

Key Responsibilities:


Situational Awareness & Monitoring:
  • Keep abreast of planned system changes, business campaigns and economic, political, social and environmental factors that may impact service stability and continuity to facilitate implementation of mitigating measures and rapid response to technology issues that may arise.

  • Use situational knowledge to correlate system anomalies with potential situational causes.

  • Respond to critical alerts from monitoring systems, by ensuring that relevant support teams have received the alert and are responding. Trigger the Major Incident Management process if necessary.

  • Review dashboard and monitoring effectiveness.

  • Lead initiatives for continuous improvement of monitoring tools and processes.

Relationship Management:
  • Build rapport with key business (particularly Client Care Centre) management, and Country Technology Management teams.

  • Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work arounds and contingency arrangements.

Incident Management:
  • Triage incident reports to assess actual or potential client / business impact.

  • Trigger the Major Incident Management process for incidents impacting clients

  • Assess the Priority of incidents according to the agreed Priority Matrix.

  • Act as an overall Situation Manager to ensure the right resources are mobilized and that incident investigation and resolution is progressing effectively.

  • Manage incident bridges to ensure technology responders are able to effectively work towards resolution and non-technology stakeholders are given proper updates on impact, work arounds, status and progress without interrupting resolution activities.

Communication
  • Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.

  • Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.

  • Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.

  • Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.

Knowledge Management
  • Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences.

  • Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly in regards to monitoring, mobilization, response, and recovery action improvements.

  • Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.

  • Collect business impact details for sharing with relevant stakeholders

  • Ensure outage and impact details are recorded accurately in source systems such as Remedy - to ensure timeliness and accuracy of reporting.

  • Facilitate reporting on incident trends and thematic analysis.

Pro-Active/Preventive Maintenance
  • Responsible for identifying and provide assistance to the service improvement programs to improve the overall stability of the application.

  • Identify areas of improvement in monitoring, housekeeping and capacity planning to proactively avoid incidents

  • Participate in relevant processes to ensure development teams build fit-for-purpose applications before they go into production.

People / Training
  • Participate in training programs to continuously deepen knowledge of the business, technology stacks, applications, and contingency arrangements across all RPBWM services.

  • Contribute to the identification and documentation of failure points using tools like FEMA (Failure Mode Effects Analysis) and ensure BCP is available to mitigate the failures.

Qualifications & Skills:
  • Bachelor degree with knowledge in Information technology.

  • 5+ Years of IT experience. Banking domain is desirable.

  • Hands on Production support experience with at least 8-10 years managing Retail Product, Core banking, Digital Channels, Private Banking or Wealth Management systems.

  • Good knowledge on Monitoring tools such as ITRS, BMC, Splunk, AppDynamics etc.,

  • Good knowledge of Java, J2EE, Oracle, WaaS, MQ and Unix technologies

  • Proven experience in co-ordination of many dependencies and multiple demanding stakeholders in a complex, large-scale international environment

  • Excellent oral and written communication skills, ability to interact with business representatives and senior management.

  • Knowledge of ITIL - good to Have.

  • Familiar with Agile methodologies and tools such as Jira.

  • Basic understanding of network topologies and concepts such as LAN, WAN and Firewalls

  • Experience with Remedy, knowledge management tools, and documentation is a plus.


Apply now to join the Bank for those with big career ambitions.