Customer Experience Response Engineer
Standard Chartered Bank
Hong Kong, Hong Kong, Asia

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. The Role Responsibilities

  • Respond to critical alerts from Client Journey monitoring dashboards.
  • Triage reported incidents to assess actual or potential client / business impact.
  • Manage incident bridges ensuring the correct resources are mobilized and that incident investigation and resolution is progressing effectively.
  • Communicate effectively to key stakeholders in business, risk, and technology to keep them informed about the impact and status of ongoing technology incidents.
  • Acquainted with system changes, business campaigns and economic, political, social, and environmental events that may impact system usage or stability.
  • Our Ideal Candidate

  • Willing to work both day and night shift duties on a rostered / rotational basis (flexibility offered to work from home or office).
  • Bachelor’s degree or relevant experience in Information Technology.
  • Good oral and written communication skills, ability to interact with business representatives and senior management.
  • Proven experience coordinating multiple demanding stakeholders and numerous dependencies in a complex, large-scale international organisation.
  • IT Operations Support exposure preferably in the banking industry.
  • Knowledge of monitoring tools such as ITRS, BMC, Splunk, AppDynamics etc
  • Experience using Remedy or Service Now and knowledge management tools is a plus.
  • Understanding of Java, Oracle, WaaS, MQ and Unix technologies is desired
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