Head of Application Production Support
Standard Chartered
Taipei, Taiwan,
2小时前

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

Strategy

  • Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
  • Maintaining robust controls and monitoring actions.
  • To communicate different teams to resolve gaps or conflicts subsequently joining effort to provide good way to solve problems.
  • Look into the possibility for the improvement in terms of cost, risk and service.
  • Think Client, being User-Centred always.
  • Innovative, dare to change, be the change as long as in good direction.
  • Business

  • Manage the end to end lifecycle of a problem including problem identification, classification, escalation, investigation, diagnosis and closure.
  • Provides second level support by troubleshooting and repairing hardware (computers, servers and equipment), infrastructure (networks) or software (web-based applications, databases, word processing programs) and implementing corrective action to ensure timely resolution of user’s IT issues.
  • Records and documents hardware / software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery.
  • Perform Root Cause Analysis to spot reoccurrence of infrastructure problems and recommend solution to improve the stability, performance and overall service quality.
  • Delivery of services to an agreed Service Level Agreement.
  • Arrange technical supports in both testing and execution.
  • Communicate with the business users and support the change till completion of system implementation.
  • Processes

  • Manage resources and their routine jobs in order to provide timely support for the business users.
  • The planning of daily operations routines to ensure cost effective shift coverage.
  • Setting up plans and day to day management of the department budget, where delegated.
  • People and Talent

  • Lead through example and build the appropriate culture and values.
  • Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
  • Employ, engage and retain high quality people, with succession planning for critical roles.
  • Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
  • Risk Management

  • Developing, overseeing and the implementation of processes, procedures, policies and standards including but not limited to cloud computing sub-function.
  • Be sensitive on escalations. Escalate timely on the right timing to the right parties for important and / or urgent issues.
  • Communicate timely and advise the business segment / function if any impact to the process universe.
  • Governance

  • Conducting, communicating, and maintaining business continuity lifecycle planning and business impact analysis. Identifying and quantifying the potential impact of various disruptions and disaster scenarios.
  • Developing, enhancing and sharing information on processes, standards and initiatives such as continuity, customer support and governance to the organisation.
  • Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group’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.

  • Lead the Application Production Support Department to achieve the outcomes set out in the Bank’s Conduct Principles including but not limited to Fair Outcomes for Clients;
  • Effective Financial Markets; Financial Crime Compliance; The Right Environment.

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Fulfil requirements coming from Financial Supervisory Commission; Financial Examination Bureau; Banking Bureau; Banking Association.
  • Key Stakeholders

  • Technology & Innovation staff
  • Information Cyber Security staff
  • Data Governance staff
  • Risk Managers
  • Business Segments & End Users
  • Senior Managers
  • Finance Department
  • Legal Department
  • Compliance Department (CFCC)
  • Outsourcing Partners
  • Vendors
  • Other Responsibilities

  • Embed Here for good and Group’s brand and values in Application Production Support Department.
  • Manage outsourcing partners / vendors / third party and their related activities as the outsourcing owner.
  • New innovations or outsourcing initiatives process handling.
  • Come up with plan and schedule for T&I internal Key Control Self-Assessment and review the efficiency of the Control Sample Test
  • Owner of the country Information Technology Policy.
  • Address information cyber security concerns from group.
  • Conduct Risk forum participation and T&I Conduct Plans and actions.
  • Bridge the gaps between group and local teams in terms of policy, procedures, tools, and / or culture.
  • Our Ideal Candidate

  • Bachelor’s Degree in Computer Science / Software Engineering and above or equivalent certification major in Mathematics / Information Technology.
  • Score 80% or above in all staff’s mandatory e-learning.
  • Score 80% or above in all line manager’s mandatory e-learning.
  • Deep knowledge about Speaking Up process.
  • Operational Risk Management e-learning.
  • Incident & Problem & Change Management e-learning.
  • English Proficiency Business capable and above.
  • Chinese Proficiency Business capable and above.
  • Certified Scrum Master optional but recommended.
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