Country Technology Manager

5 days ago


الرياض, Saudi Arabia Standard Chartered Full time

**Job Summary**
- Responsible for the availability, performance and security of Applications in the production environment for business and other functions.
- Responsible for implementation and maintenance of all in-country data centers and infrastructure such as servers, Networks, storage devices, external connectivity gateways, Telephony systems etc.
- Engage with various teams on new initiatives/rollouts/problem resolutions.
- Participate in all forums requiring technology presence. Be an interface between business/operations stakeholders and all other technology domains.

**Key Responsibilities**
- Country technology budget management
- Enable support for key Technology initiatives/risks in the Country
- Drive the country agenda Technology product launches, system enhancements, problem/risk resolutions etc.
- Coordinate with Vendors and other parties as essential to ensure the local systems and infrastructure are kept updated.
- Conduct service review meetings with ITSC, PSS and other domains as and when needed.
- Advise on potential technology risk areas and work out action plans to address them.
- Own and implement the Service Improvement initiatives for systems performance and stability
- Be the single management point of contact for high severity incidents and ensure issues are resolved promptly. Coordinate with ITSC, PSS networks as appropriate.
- Ensure root cause analysis is completed for all high severity incidents and preventative actions are defined and implemented.
- Review change requests made by business and approve and progress them with appropriate teams.
- Review and manage implementation of all changes to ensure no risk to stability of systems / infrastructure.
- Participate in PSCs, ICS forums, risk forums etc as applicable and required
- Comply with the Policies and Risk guidelines as applicable in Technology.
- Be the central point of contact for any Audits surrounding technology / systems to ensure they are facilitated well and are satisfactory.
- Strategy- Tighten controls on production changes and improve change quality which will help to reduce severity incidents caused by changes
- Availability, performance, and security of Applications in the production environment for business and other functions.
- Maintenance of all in-country data centres and infrastructure such as servers, Networks, storage devices, external connectivity gateways, Telephony systems etc.
- Engage with various teams on new initiatives/rollouts/problem resolutions.
- Participate in all forums requiring technology presence. Be an interface between business/operations stakeholders and all other technology domains.
- Engage with TSM/PSS/TechOps/ITSC and other IT streams to better manage incidents and escalate to appropriate levels for faster resolution.
- Follow up on RCAs for high severity incidents.
- Reduce recovery time for HIGH and CRITICAL incidents.
- Pursue Cloud transformation opportunities.
- Manage service levels with business and Ops units for critical services.
- Participate in resolutions of high severity incidents and ensure issues are resolved promptly to mitigate adverse impacts.
- Provide first line support to in country users.
- Provide advice and suggest action points to address issues and provide solutions to Business and Ops teams.
- Review and approve critical system changes and enhancements to make sure they are implemented with no risks to stability of production systems.
- Review and approve Service Request Management raised by business and approve / progress them with appropriate teams.
- Participate effectively in service review meetings.
- Commitment to be fully digital eliminating the use of papers across different workflows, including customer communications like statements, advices,..etc.
- Hybrid working that enables a reduction in real estate, energy, and personal travel, both intra and inter country.
- Participate in cloud providers’ carbon reduction commitments, offering standard solutions to clients.

**Business**
- Will help in providing service to users according to the current technology standards.
- This relationship reduces the gap between business and technology, by understanding business requirements and providing them within the agreed timelines.
- This will help the project team to manage the users effectively for UAT, production release etc
- This relationship with the vendor helps the bank to get the services quickly and efficiently.
- Help business to follow up on their requests and incidents making sure they are delivered satisfactorily.
- Keep Business / stakeholders updated on the scheduled / unscheduled service down times.
- Support technology/business projects, initiatives, products and services. Provide suggestions and ideas to achieve project objectives.
- Help Business and Operations to maximize on digitization and simplification of processes.

**Processes**
- Successful running of IT services for Saudi Arabia
- Monitor and manage IT risks efficiently.
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