Senior Application Support Manager

Scope International, a wholly owned subsidiary of Standard Chartered Plc., United Kingdom, is the first Global Shared Services Hub of an international bank in Malaysia.

Established in 2001, Scope International Malaysia is a strategic partner to the Standard Chartered Bank through the provision of a wide range of services from software and systems development, wholesale and consumer banking operations, as well as I.T. and Helpdesk services in over 70 countries worldwide. The company’s International Software Centre Malaysia (ISCM) is the largest software development centre in Malaysia. An MSC-status company, Scope International Malaysia currently employs over 2,200 staff.

Standard Chartered Plc., listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100 by market capitalisation. The London-headquartered Group employs 75,000 people comprising 125 nationalities with branches in over 70 countries and has operated for over 150 years in some of the world’s most dynamic markets in Asia, Africa and the Middle East. The Standard Chartered Group’s Global Shared Services Centres (GSSC) are located in Malaysia, India and China

Senior Application Support Manager
Kuala Lumpur (Malaysia)

Application Support and day to day Management of the PSS Team ensuring there is sufficient cover for the shifts, that all tickets are logged and progressed in line with the OLA/SLA’s and that all staff adhere to the relevant policies and procedures.  The role also covers but is not limited to the creation of the relevant MIS information from Remedy for incidents and changes along with any identified KPI’s that need to be managed and monitored.  Proactive monitoring of training requirements for both staff and users as well as actively monitoring processes and procedures to identify enhancements to improve efficiency and performance.

 

Job Responsibilities:

 

Ensure all incidents & Requests are logged and tracked Ensure Start of Day status is delivered and key issues highlighted Approval of Production Change requests Run the Daily Production Status meeting Major Incident Handling Provide regular updates to Senior management on high visibility Incidents Manage Users expectation during serious incidents Manage OLA & SLA requirements, reviews and reporting Ensure all documentation is current Ensure all areas of Capacity Planning / Trending & Change management , Stability, Performance and Availability Management are covered and reported on. Ensure that OLA & SLA timeframes are constantly assessed and enhanced when required Ensure all escalation procedures are followed during outages and ensure root-cause analysis is performed, this may include managing a global call across multiple applications and services. Ensure all staff have a regular Performance Review – Contract and Permanent

Job Requirement:

 

8+ years experience of Managing Support teams (Application and Technical) in the Banking industry, including use of Remedy tool set for change management & logging incidents Excellent communication skills, both written and verbal Hands on experience in the following technologies – Linux (Redhat), Oracle, Java, Web services (Apache), Workflow tools (Web methods), Microsoft Product suite & Messaging services (MQ). Strong team player, effective at communicating internationally and used to working closely with clients. Ability to work under pressure and deliver excellent results.

Experience of the ITIL based Support Model ITRS & Ganglia – Monitoring and alerting tools Worked in both East and West Cities

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Interested candidates are encouraged to apply online or e-mail your application to
KL-GSSC.Recruitment@my.standardchartered.com

Only short listed candidates will be notified.
All applications will be treated strictly private and confidential.