Application Support Analyst

Application Support Analyst

Standard Chartered
10-13 years
Not Specified

Job Description

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%26#39;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%26#39;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.
The Role Responsibilities

  • To provide 2nd level desktop application support for all Standard Chartered business products of FMCLO, Securities Services, Cash Management Operations (Clearing, STS, Payments, Client Investigation, Collections), Country System Admin, CSG, SkyBranch, Trade Services, Legal %26amp; Compliance, Global Banking, Transaction Banking, Human Resources and Integrated Middle Office.

  • Represents OTS for any Global and local projects which involves integration and connectivity to on-premises infrastructure servers. This includes MQ Gateway connectivity, SFTP configuration, BPEC firewall connectivity.

  • Technical Infrastructure lead for (1) future migrations of on-premises servers to Cloud and (2) migration of legacy file transfer infrastructure from MQ / TDE to FileIT.

  • To assist in new implementations or upgrades to existing local market systems, GAI and EUCs, including project management, tracking and reporting

  • Work closely with Country Technology Management team, OSVs and Group Technology domains to provide technical support to local market systems, GAIs and EUCs

  • Problem and change management %26ndash; outstanding problem%5Cchange management, call logging, call trends, call reporting including high severity problem control. All Remedy related initiatives and updates. Ensuring standards are adhered to, or dispensations raised

  • Provide desktop application level support for problem diagnosis and resolution as per the agreed SLA%26#39;s. Tracks the adherence to SLA%26#39;s / OLA%26#39;s.

  • Actively participates in identification and implementation of 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.

  • Assist Country Technology Management team in the delivery of periodic changes to desktop applications to improve efficiency

  • Responsible for adhering to the established process of Incident, Problem, Change and Release management

  • Acts as 2nd level support of database applications running in SQL Server 2014. These includes all local GAI and EUC database applications

  • Acts as the 2nd level desktop application support of local GAIs and market systems of Cash Ops, Trade Services, Securities Services. These applications are eBSRD, eCTR, PDDTS, eBIR, Check Image Clearing System, CICRS, BDO Tectia, FRP, Final Tax System, Cheque Collection Interface, CMS Reformatter, PH-BASE60


  • Participates in customer meetings, helps review and attain benchmark service standards %26amp; maintains cross border relationships

  • Maintains service level agreements and use metrics to drive decisions on service improvement which helps improve customer service

  • Effective stakeholder engagement to understand and fulfil the needs of clients and customers

  • Ensure the Desktop and Local Server Room running costs are as budgeted and to achieve cost efficiency through negotiations and reviews and innovations

  • To apply knowledge of IT best market practices to ensure that SCB achieves the best possible return for any IT investments

  • To create and present written and verbal proposals to IT and Businesses, to ensure all work undertaken meets budgeted costs and Group Standards


  • Ensures Technology Strategy/Roadmap is aligned to business strategy and the bank%26rsquo;s collective agenda

  • Engages in high level discussions with internal and external stakeholders to understand needs (including outsourcing plans) in order to develop fit for country strategies which drives investments

  • Optimizes resources, builds flexibility and plans capacity to reflect changing business needs

  • Uses internal %26amp; external financial and business indicators and scenario planning to pre-empt business challenges and to formulate responses


  • Challenges the status quo, understanding that change is the only constant in the organisation.

  • A catalyst for innovation through customer focus and delivering with speed

  • Creates a shared vision for a desired future state

  • Actively identifies and manages potential resistance to change

  • Mobilises commitment to change within the teams and across the business %26amp; motivates %26amp; inspires teams in achieving the desired future state

  • Utilizes various levers (i.e. people %26amp; technology) to effect change

  • Ensures adequate documentation and training on all new systems, processes, policies, procedures and controls

  • Understands %26amp; practices methods to sustain change

  • Builds an agile organisational structure, enabling timely adoption to changing market conditions

  • Remains abreast on current market practices and innovations, identifies and shares best practice with OTS Technical Manager with the view to developing and implementing better, standardised, simplified and innovative technology strategies and solutions - addressing cause not effect, minimizing non value-added and duplicated activities %26amp; reducing TAT

People and Talent

  • Effective communication and delivery of expectations

  • Manages and influences stakeholders through effective communication to achieve desired results

  • Adopts and percolates down to the team a customer focused approach (both internal %26amp; external)

  • Ensures consistent delivery of expectations

  • Creates value and trust by quality of interactions

  • Drives synergies between Country Systems Support and Group Technology support teams to ensure that they understand requirements and support the team in delivering the business strategy and deliverables

Risk Management

  • Ensures a no surprises culture.

  • Manages the maintenance of operational integrity throughout the unit

  • To manage In-country Country System Support%26rsquo;s Risk and Compliance related issues by access, monitor, review and follow up actions

  • Ensuring country BCP and DRP are in place, to give the ability to conduct business transactions and monitor exposure in the event of a disaster

  • Understands market practices, awareness of local regulations, group and business policies, business standard procedures and best practices

  • Establishes a performance culture around Risk Management using root cause analysis and corrective action planning as key elements of operational risk management

  • Proactively identifies, assesses and mitigates risk issues

  • Ensure enforcement of global strategies and standards, ensuring risk %26amp; compliance and security %26amp; build standards are followed


  • Successfully engages with team to achieve business objectives in a complex and ambiguous environment

  • Creates a harmonious work environment

  • Allocate resources effectively to maximize efficiency and effectiveness of unit

Regulatory %26amp; Business Conduct

  • Display exemplary conduct and live by the Group%26rsquo;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

Key Stakeholders

  • External: SCB Outsource desktop vendors, Various technology suppliers (LENOVO, DELL, IBM etc)

  • Internal: Lead OTS, ISD, TSD, PSS Technology Service Managers, CTM%26rsquo;s, Infrastructure/Tech Operations Domain Managers, ITSC%26rsquo;s

Our Ideal Candidate

  • Bachelors in Engineering

  • Technical and IT Operations certifications preferred

  • 10+ years of overall experience with at least 5 years in technology %26amp; integration

  • Knowledge of Global bank services that include products of FMCLO, Securities Services, Cash Management Operations (Clearing, STS, Payments, Client Investigation, Collections), Country System Admin, CSG, Skybranch, Trade Services, Legal %26amp; Compliance, Global Banking, Transaction Banking, Human Resources and Integrated Middle Office

  • Understanding of the end-to-end IT infrastructure that supports the wholesale bank services, including mainframe, mid-ranges, client-server, networking, telecommunications

Apply now to join the Bank for those with big career ambitions. 
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.
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