Head, Global Delivery - Real Time Technology Services Head, Global Delivery - Real Time Technology  …

Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Head, Global Delivery - Real Time Technology Services
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
  • Responsible for building the Voice team up globally
  • Report on the service from a metrics perspective across performance and service
  • Responsible for all staff matters in the team
  • Responsible for all matters pertaining to Voice communications technologies
  • Core product knowledge on telephony systems and unified communications technology for Presence, Chat, Voice and Video
  • Technical certification of projects and deployments in the bank across Voice product portfolio to approve go-live
  • Provide expertise to internal business lines in relation to the banks voice infrastructure
  • Work with the banks Engineering team to create Standards documentation for voice products and services
  • Responsible for all operations for Voice systems including proactive monitoring, configuration changes, MACs and SLA
  • Work with Engineering teams to Develop & Maintain the voice product Roadmap and manage product lifecycle
  • Develop & Mature the group service catalogue for Voice systems and associated Technical products
  • Work closely with bank internal security teams to anticipate and address security concerns with Voice infrastructure
  • Review patches & software updates and decide upon applicability for the bank environment
  • Review design (and other) documentation provided by global system integrators, provide feedback and approval
  • Understand, track and drive the resolution of complex technical issues
  • Create operational 24x7 support structure for voice systems to ensure SLAs are met and uptime of service is maintained
  • Deployment and evaluation of new solutions within lab environment
  • Identify and manage all risk and issue management
  • Prioritize work to successfully deliver service in a diverse environment
  • Manage problem, incident and change for the business across Voice technologies
  • Vendor management and escalations against SLA
  • Regulatory and control for investigations and audit purposes
  • Control, manage and respond to audit requirements for all operational matters

Our Ideal Candidate
  • EMBA preferred by not essential
  • University degree preferred but not essential
  • Deep knowledge of one or more voice platforms (Avaya, Cisco, MS, Trader Voice Technologies) is required
  • Experience with deployment and configuration of Monitoring Systems (e.g. Prognosis) will be a significant advantage
  • Ability to visualize and develop Reports using report generation tools
  • Integration experience using SIP
  • API development knowledge for application / communication integration
  • Understanding of CTI and Screen POP
  • Compliance, surveillance and investigations experience
  • Tape migration and worm storage / voice transcription knowledge
  • Experience in working with Development teams to create Dashboards, Webpage views.
  • While not a programming role, previous experience as a developer will be considered beneficial
  • Strong documentation and written communication skills are essential. A significant component of the role involves the development of high quality documentation.
  • Experience with Voice Inventory systems, focus on automated discovery
  • Call Recording system knowledge (Verba, Verint)
  • Microsoft Skype for Business experience
  • Symphony experience and services, WebRTC, API integration to trading platforms
  • MS engineering certification
  • Avaya engineering certification
  • Financial Services experience preferred but not essential
  • Expert in supporting large and diverse environments over multiple countries
  • Good working knowledge of networking specific to trade applications (low latency)
  • Good working knowledge of AD infrastructure
  • Excellent communication, both written and verbally
  • Excellent knowledge of technical architecture and able to whiteboard ideas out
  • Self-starter, able to self-manage with strong collaboration skills and able to interact effectively with others
  • Ability to work under pressure, multi-task and deliver

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