Customer Experience Response Engineer

Standard Chartered Bank

Hong Kong, Hong Kong, Asia

5天前

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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