Service Manager - Enterprise Batch Management (EBM) Service Manager - Enterprise Batch Management  …

Standard Chartered Global Business Services Sdn Bhd
à Kuala Lumpur, Federal Territory, Malaysia
CDI, Plein-temps
Soyez parmi les premiers à postuler
Standard Chartered Global Business Services Sdn Bhd
à Kuala Lumpur, Federal Territory, Malaysia
CDI, Plein-temps
Soyez parmi les premiers à postuler
Service Manager - Enterprise Batch Management (EBM)
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
  • Drive the Service Management layer, so that it is;
    • Trusted
    • Renowned as experts within the EBM team
    • Sought after by Domains and engaged proactively (by users) for all new project discussions
  • User Engagement
    • Be the face and first point of contact of the EBM team for all initial user enquiries
    • Be the EBM escalation point for senior Domain stakeholders
    • Interface and drive EBM service improvement with Batch Domains Champions
  • Be the forefront in governance, service reviews, defining metrics and triggering "get to green" initiatives for non-performing service targets or metrics.
  • To channel feedback received from each user Domain and utilise that information to input into the overall SCB EBM strategy assisting the 'Head of EBM'
  • Accountable and responsible for stakeholder management and communication during major incidents
  • To own all new App onboarding/offboarding and remain as the focal point for the new team as they move through the commissioning/decommissioning process.
  • Drive batch failure rate down through analysis of historic batch failure data and user engagement
    • Assist users in identifying root cause of failures and assist in remediation if necessary
    • Assist users in understanding better batch job configurations, scheduling opportunities
    • Identify jobs that are not appropriate for Control-M 9 (i.e. Jobs designed as an alternative to using monitoring tools)
    • Proactively pre-empt batch failures caused as a result scheduled changes and DR tests
  • To promote and drive Control-M usage by ensuring those teams utilising alternative solutions are fully aware of Control-M and the EBM teams' capabilities, costs and benefits.
  • Keep up to date on latest (and planned) BMC Control-M modules/plugins, functionality, changes etc. and identify use cases and benefits for possible SCB deployment by possessing intimate knowledge of each Domains current and (expected) future requirements.
  • Be a senior leader within the EBM team and assist in the development and growth of all junior members of the team.
  • Educate user base on Control-M functionality, best practice guidelines and EBM standards
    • Educate users in through Training sessions, consulting, creation of guides, delivery of workshops or through directing users to existing online training material and courses).
    • Carryout regular Training Needs Analysis (TNA) and identify training requirements
  • Identify and present any initiatives that can reduce EBM costs (that don't have a material impact on stability and service levels).
  • Identify and present any initiatives that can improve stability, processes, speed and service levels - especially initiatives that removed manual tasks and enhance automation.
  • Assist in the identification of any operational risks with the management of batch within the bank
  • Lead all projects that have a significant impact on the user body

Our Ideal Candidate
  • Working experience in Enterprise Automation Tools, preferably BMC Control-M
  • Excellent batch management knowledge and experience
  • Ability to communicate effectively and influence others
  • Other Key Skills - Critical Thinking, Strategic, Analytical, Stakeholder Management, Presentation, Attention to Detail
  • Proven experience in taking initiative and working with autonomy to deliver value
  • Technical Knowledge - Scripting, Database, OS, Application Development Lifecycle, Integration with various tools and technology,
  • Holistic IT knowledge with good 'IT Common sense'
  • Practical knowledge of ITAM/SACM tools such as Remedy and Reporting mechanisms
  • A decision maker, individual contributor, with great attitude to get things done
  • The individual should have experience in managing large enterprise batch estates. (>25k Configured jobs)
  • Experience working within the financial services sector
  • Experience with Control-M version 9 and modules/plugins
    • Control-M Self Service
    • Workload Change Manager
    • Batch Impact Manager
    • Control-M Archiving
    • Control-M MFT
    • Control-M API
    • Control-M Workbench
  • Proven experience in Batch failure reduction programs
  • Project Management experience with formal certification
  • Strong ITIL background
  • Passion to drive improvements and process-oriented strategies
  • Practical knowledge of ITAM/SACM tools such as Remedy, SCCM
  • MS Office Suite (Word, PowerPoint & Excel) & Atlassian Tools (JIRA, Confluence)

Apply now to join the Bank for those with big career ambitions.