Job Summary

We are seeking a Mgr, Tech Support to join our team at Standard Chartered Bank to provide technical support to all Financial Markets business in Dealing Room for the following applications and services:

• Desktop Computing Environment

• Telecom and Trader Voice

• Mobile device management

• Market Data and transactional system

• Dealing Room Infrastructure and Business Continuity Plan

The successful candidate will be working with the Regional Manager, Financial Markets Infrastructure Services as well as other team members to drive origination, develop strong client relationships and be seen as an expert in this area by internal and external stakeholders.

We appreciate self-driven candidates who will be working closely with the wider team, coverage and product partners to develop an understanding of the competitive landscape and identify prospective partners who can address customer needs and accelerate growth. We believe that a willingness to acquire new skills will contribute to success in this role.T

Key Responsibilities

• Flexible to be ready to work on bank holidays, weekends whenever it is needed. You should also be ready to work between 7am and 6:30pm in different shifts.
• To provide 1st, 2nd 3rd technical support for all Financial Markets business products and infrastructures (desktop, server, dealer telephony market data).
• Problem and Change (Scheduled change request provisioning) Management - Incident/Change Management, call logging, call trends, call reporting including high severity problem control. All ServiceNow related initiatives and updates. Ensuring standards are adhered to, or dispensations raised
• To assist in the provision of business recovery sites to give the ability to conduct business transactions and monitor exposure in the event of a disaster.
• Responsible for the enforcement of global strategies and standards in all Financial Markets locations including ensuring risk / compliance, processes / procedures and security / build standards are followed
• Risk management control, SIP initiatives and reporting, including technical audit compliance, directly and indirectly.
• To ensure that technology related audit ready at any given point of time by maintaining all necessary details as per regulations.
• To raise risks in the appropriate forums and follow ORMAF - Operational Risk Management Assurance Framework.
• To ensure processes, guidelines and procedures are in place and enforced for quality in installation, running, operating and support of all standard desktops, servers, local and wide area networking infrastructure, legacy systems and email system.
• To manage vendors including onsite support engineers (OSV) who are responsible for the ongoing support of the Financial Markets businesses to ensure a secure, stable, and highly resilient environment.

Day-to-Day Tasks

• Desktop Computing Environment
  • MS Windows and Office support
  • Deskside equipment support: Webcam, Keyboard, VPN tokens, restack, etc
  • LAN cable patch management
  • Active Directory and Group Policy support
  • Email and Instant Messaging applications
• Telecom and Trader Voice
  • User profile and private wire administration
  • Verba recorder support
  • Server-side support
  • Handset, headset and turret troubling shooting and support
• Market Data and Transaction system
  • Bloomberg
  • Refinitiv FXT and Eikon
• Dealing Room Infrastructure and BCP
• Dealing Desk
• Cable Infrastructure
• Electricity Capacity and Requirement
• Maintain FM BCP site readiness

Skills and Experience

• Background of creating, maintaining and presenting documentation related to designs, certifications, and evaluations
• Strong written and verbal communications skills, and ability to communicate with the business
• Strong interpersonal skills and a strong team player
• Vendor management skill
• Self-driven and flexible with high motivation.
• Ability to multitask and handle multiple projects
• Ability to practice tolerance and professionalism in times of high stress
• Ability to do overtime and weekends work
• Ability to prioritise and control activities and deliver results within budgetary and resource constraints
• Ability to work effectively as part of global team
• Service Management skills and techniques
• Strong management of external (vendor) resources and services
• Strong troubleshooting/problem assessment skills
• Must be able to manage a distributed workforce
• Must be able to mentor staff
• Must be flexible in terms of tasks.
• Degree in Information Technology, computer Science, Computer Engineering or equivalent
• Service Management skills and techniques
• Usage of M365 Tools
• Usage of Windows and Active Directory

Qualifications

• Knowledge/Experience in managing IT support, operations, and project implementations in a wholesale bank environment including trading room or at least 3 years, 1st / 2nd line support for Front Office environment
• Knowledge of wholesale bank services that includes FX, MM, FI, Commodity, Equity Derivatives and Quants products
• Strong Market Data knowledge including Bloomberg, Eikon, Wind
  • Experience in trading system knowledge include FXT, EBS, TradeWeb, TOF, STP
• Understanding of the end-to-end IT infrastructure that supports the wholesale bank services, including mainframe, mid-ranges, client-server, networking, telecommunications
• Strong knowledge of e-business trading tools
• Strong PC / Server applications skills (MCSE Certified preferred)
• Strong understanding of telecommunications and trading voice systems including
  • Verba Recording, Verint Recorder
  • IPC Unigy or equivalent
    • SIP, V/IP, Private Wire, TDM
• knowledge of client server technologies
• Strong knowledge of technologies and industry trends in relation to business requirements, and the direction of the Group.
• Clear understanding of IT security policies.
• Project Management skills

About Standard Chartered

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 thingand 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

What we offer

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-offincluding 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 workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough 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 cultureto 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.

Recruitment Assessments

Expected annual base pay range for the role is 80,000 USD to 100,000 USD. The final offer will be determined on an individualised basis using a number of variables, including but not limited to skill set, depth of experience and education, internal relativity, and specific work location. At Standard Chartered Bank, Base pay is only part of the total compensation package. Discretionary variable pay and a range of attractive bank sponsored benefit programs are available and designed to foster employee overall health and well-being including, but not limited to, a best in class 401k plan with up to 8% employer match, robust medical plan coverage with employer funded Health Savings Accounts, inclusive family building benefits, and flexible/hybrid working arrangements for many of our positions subject to role specific considerations

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers websitewww.sc.com/careers

www.sc.com/careers