Job Summary

•    This role will be responsible for managing the day-to-day operations of the applications deployed for Workplace Services. In addition, this role will provide L2 support to its end users and will also work with application vendors for any implementation of new releases and bug-fixes. 

•    The ideal candidate will have 8+ years’ experience in application operations & support, with a good understanding of application development and lifecycle management.

Processes

Ensure the service operations and management is aligned with the Bank’s eSDLC processes.

Governance

Ensure the service operations and management is aligned with the Bank’s ITSM processes.

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 Responsibilities

Core Responsibilities

•    Application Maintenance: 
•    Manage the lifecycle of the SaaS/Cloud Hosted/On-prem application as per agreed SOPs
•    Ensure application performance, reliability, and availability
•    Integration and deployment of SaaS application for the organization
•    Developing and maintaining scripts to automate routine operational tasks; Implement Infrastructure as Code (IaC) practices
•    Coordinate and execute software releases – validation of releases and integrations

•    Technical support
•    Collaborating with development teams to fix bugs and implement solutions
•    Providing technical support and troubleshooting assistance to resolve customer issues
•    Developing user guides, FAQs, and knowledge base articles to assist customers.

•    Incident management
•    Respond and manage critical issues and escalations
•    Participate in major incidents
•    Assist in root cause analysis
•    Participate in on-call rotation and handle urgent support requests outside regular business hours when necessary.

•    Governance
•    Prepare and provide MIS reporting as requested 
•    Participate in audits showcasing the operational processes
•    Ensure upkeep of SLAs for vulnerability management

Skills and Experience

• DevOps tools and technologies, Infrastructure as a Code, CI/CD pipelines setup.
• Azure services (Azure Pipes, App Services, Functions, Azure Storage, etc.).
• Development, and consumption of RESTful APIs. Good knowledge on API security best practices (OAuth, JWT, etc.).
• Integrating cloud-based applications with on-premises systems.
• Understanding of networking concepts, including VPNs, firewalls, and load balancers.
• Knowledge of middleware and integration platforms
• Good experience with Agile/Scrum methodologies.
• Ability to program (structured and OOP) using one or more high-level languages, such as Python, Java, C/C++, Ruby, and JavaScript
• Experience with version control systems (e.g., Git).
• Good knowledge on ITSM practices

Qualifications

•    Education     Bachelors in computer science or it
•    Certifications     Azure or aws certifications

SKILLS AND COMPETENCIES

•    Agile Development
•    Technical Troubleshooting
•    Cloud Computing
•    IT Service Management (ITSM)
•    Software Product Design/Architecture
•    Software Installation and Support