Senior Business Support Developer

Division Summary

Information Technology has a global footprint operating across London, Asia (Shanghai, Singapore, Hong Kong, and Beijing), Dubai and New York. IT comprises of 5 core areas namely Global Markets IT (FICE & Commodities/Operations/Market Services Technology), Global Production Services, Business Management, Control IT/ Tech Risk IT and Finance and Risk IT.

Job Purpose

A key objective for the role will be to understand the technical and functional intricacies of the suite of applications that they support, including the end-to-end business impacts associated with planned change or ineffective system maintenance. They will understand the interfaces to and from their respective systems such that they will be able to provide an accurate assessment of the current capabilities and limitations of the systems. They will understand the critical path of their batch and the associated downstream, upstream and business impacts.

They will manage dependencies with other projects and input into the solution design, testing and sign-off of any new or changed services including both change-the-bank and run-the-bank activity.

The successful candidate(s) will work closely with other staff, global stakeholders and local teams to ensure cross-project dependencies, cross-system interfaces, collaboration and knowledge management are managed effectively and proactively.

They will work across their respective application stack ensuring business needs are met in the most cost effective manner. Seeking out continuous improvements and process efficiencies in working with IT areas to deliver/ contribute to outstanding customer service and a 'fit for purpose' business architecture, whilst mitigating any risks and ensuring high standards are upheld.

Key Responsibilities

Maintaining production stability & availability

• You will perform daily work allocation, yearly objectives and goals.
• You will ensure production break-fix and service improvement requirements take priority over change through effective stakeholder management and expectation setting.
• You will ensure that the ICBCS Service Delivery problem, incident & change management processes are understood and followed.
• You will actively manage any IT risks across the application stack.
• You will take part in ensuring effective capacity management is being performed across all applications and underpinning platform technologies that support your applications.
• You will contribute towards ensuring all batch SLA's/ OLA's are appropriate, understood and agreed for the critical path of your batch processes, ensuring that you understand the full business impacts of any failures along that path.
• You will contribute towards ensuring appropriate Back-Ups & transaction logging are in-place to meet the RTO/ RPO requirements of your business as defined in the BIA
• You will contribute towards ensuring that appropriate UAT environments are in existence and in line with the Production set-up
• You will ensure appropriate end-to-end testing capability is available and utilised with full engagement & awareness of upstream and downstream stakeholders, through the appropriate governance processes for all releases and their related lifecycle stages.
• You will contribute to knowledge management across your applications and endeavor to update all architecture diagrams and documents, data flows and integrations, release and deployment guides, administration; disaster recovery documentation, user and/or training manuals are centrally stored and frequently reviewed.
• You will ensure all fixes or known errors are maintained in the relevant knowledge or known-error databases.
• You will ensure logical access management/security procedures and policies are followed.
• You will ensure all BCP/ Crisis Management plans are understood.

Analytics, problem solving & reporting

• You will focus your attention on the identification of incident root cause and service improvement with an inquiring and tenacious approach.
• You will conduct proactive trending on a wide and diverse set of data points any potential incident or risk themes.
• You will review current & recent problems to ensure the correct level of due diligence and challenge has been performed to mitigate repeat incidents.
• You will ensure assigned problem records are kept up to date with clear & concise information explaining what current investigational steps are taking place with clear commitments on delivery.
• You will ensure that data quality assurance standards are maintained and improved where possible to ensure meaningful Management Information can be produced for Senior Management.

Performance

• You will have a restless curiosity that will lead you to interrogate all technology, processes and data for opportunities to improve stability, customer experience and quality.
• You will manage your own workload proactively and understand escalation processes.
• Your primary focus will be on driving incident reduction demonstrated through improved production stability.
• You will adhere to all group standards / policies and procedures.

Servicing clients & team work

• You will be fully supportive to other members or roles within the immediate and wider technology teams.
• You will ensure strong peer to peer relationships within technology and the business by being proactive and understanding complexities, processes, challenges and priorities.

Important relationships

• Strong relationships with development teams and contribute towards early engagement, input, challenge and delivery of all change initiatives.
• Maintain relationships with the wider risk and control functions to ensure that risks are understood, documented and mitigated with clear action plans.
• Day-to-day relationships with teams from other business units to ensure strong collaboration, awareness, and unification of approach, book of work, challenges, best practice, etc.
• Strong operational relationships with Infrastructure platform support to contribute towards continued stability and availability of production services.

Preferred Qualifications and Experience

• Degree qualified
• Preferred experience working in a function of an investment bank and understands the need for control in a banking environment
• Understanding of Financial Regulatory controls across multiple global jurisdictions.
• Evidence of progression and consistency in career to date.

Technical skills, exposure or awareness:

• Angular, Java (8 onwards), Spring Framework, JavaScript, NodeJS, Python
• REST, XML, SOAP, Web and Application Servers, HTML
• MicroServices, API gateway/policy manager
• Elastic Stack (ElasticSearch, Kibana)
• .Net Technologies beneficial: C#, ASP.NET MVC
• Windows and Unix (Linux) platforms (PowerShell, Bash)
• Databases (MSSQL, MySQL, Hazelcast, MongoDB, Oracle, Sybase)
• Integration Technologies(MQ, Camel)
• Jira, Confluence, QA duties (usability, performance & automated testing, test scripts, cases and plans)

Personal attributes

• You will have a sense of urgency and be resilient, holding yourself and others to account on deliverables.
• You will have a high level of integrity & live the Bank's business model based on trust and integrity as perceived by our stakeholders, especially our customers and complies with conduct standards/ expectations.
• Your influencing skills will be strong and you will be comfortable at collaborating at all levels both within Technology and in the business.
• You will be a Self-starting team player who strives to stay ahead by anticipating rather than reacting; ensures that their actions are always carefully considered.
• You will be able to work under pressure and consistently deliver within tight timescales
• You will be a good communicator and be able to present to all levels of the organization with a focus on stakeholder management and expectation setting.
• You will understand the value in communication / transparency and why this is vital for this role within the context of the organization.
• You will encourage the power of working together and appreciate the value in working as a cohesive team.
• You will have a Global mind-set working together with all relevant ICBC Standard Bank regions to contribute towards ensuring a consistent infrastructure stack and globally consistent support function.
• You will be resilient and have confidence in your ability to achieve ambitious goals and celebrates success; never allowing yourself to become complacent.
• You will have an understanding of the value of communication / transparency and why this is vital for this role.
  You will have the ability to deal with multiple problems in parallel, proven ability to prioritize coupled with an understanding of how to set and manage expectations.
• You will ensure all required training is performed promptly (before deadlines) while ensuring your skills are kept current through continuous learning.
• Once trained, out-of-hours cover will be mandatory whereby the candidate will join the Rota to support the Banks systems during weekdays and weekends.
• Identify and resolve application security risks and issue.