CSS Support Analyst

To provide 1 st and 2 nd line support for all Standard Chartered users, to respond to faults and to requests for change, inc. purchase and delivery of new products and services. Ensure all problems are resolved and Remedy tickets updated in a timely fashion
To plan, implement, subsequently maintain efficient, cost effective, production systems (Infrastructure and Applications) and services to local SCB businesses in line with the IT Technical Standards for Standard Chartered businesses.
To apply knowledge of IT, Financial products and Best Market Practice to ensure that SCB achieve the best possible return for any investment made within the following arenas, networks, market information systems, services and communications.
Key Roles and Responsibilities
To provide technical support for all Standard Chartered business products. Accountable for the implementation and ongoing verification of Security patch’s (OS and Virus) within SCB locations.
To manage vendors including on site support engineers (OSV) who are responsible for the ongoing support of the Standard Chartered businesses to ensure a secure, stable and highly resilient environment.
To create and present written and verbal proposals to IT and business resources to ensure all work-undertaken meets budgeted costs and Group Standards.
To assist in new implementations or upgrades to existing systems, including project management, tracking and reporting. Ensure the solutions provided by the project teams are adhered to the standards & guidelines
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 Standard Chartered locations including ensuring risk / compliance and security / build standards are followed
Risk management control, CSTs/ Optical, SIP initiatives and reporting, including Technical audit compliance, directly and indirectly.
Problem and change (Scheduled change & Remedy) management – outstanding problemchange 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. Review the production implementation plan and ensure all areas are covered to avoid any production issues.
Work closely with ITSC, OSV and CTS to provide technical support to local users and local systems
Local hands and feet on the ground along side the OSV
Security vulnerability management – MS & CVE patches, SVT outstanding issues, SAT completion/compliance, standard build usage
Protectors of the local environment, including responsibility to ensure safe and tidy IT installations and cabling, local regulatory compliance, health and safety adherence etc
Responsible for ensuring the system is running at its optimal capacity and no production issues due to lack of capacity
Qualifications and Skills
Technical – Must have
Strong PC / Server application skills
Strong knowledge of e-business systems and trading tools
In depth knowledge of client server technologies
Extensive exposure in Business services and the IT environments.
Strong knowledge of FX and MM products
Strong understanding of telecommunicationsnetworking
Project Management skills
Clear understanding of IT security policies
Strong will to achieve business objectives
Support Management
Technical – Nice to have
Knowledge of a database product, (Oracle/SQL)
Strong knowledge of market information systems and services
Strong knowledge of Dealer Voice systems
Unix Sys Admin 2 certified
MS Exchange; SCCM; WSUS
VMWare
Non Technical – Must have:
Strong interpersonal skills
Service Management skills and techniques
Ability to work effectively as part of global team
Very good communications skills
Completing tasks within deadlines
Management of external (vendor) resources
Ability to train operational staff in new procedures
Strong troubleshooting/problem assessment skills
Must be able to prioritise tasks
Must be flexible in terms of tasks
Must be able to work as part of a team (local & global)
Non Technical – Nice to Have
Banking experience
Quality & Process Improvements
Stakeholder Management.
Leadership