Key Responsibilities

1. Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
2. Assume the role of Problem Coordinator in the Problem Management process.
3. Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including:
   1. Problem Logging
   2. Problem Investigation & diagnosis
   3. Post Incident Review Evaluation
   4. Impact details Evaluation
   5. RCA stakeholders Identification
   6. Steer RCA meetings
   7. Root cause and RCA actions conclusion
   8. Risk identification and escalation.
   9. Repeat Incident Analysis
4. Participate in or lead Service Improvement Plans (SIPs).

Skills and Experience

Problem Management Process Expert
Known Error Database Advanced
Regulatory Guideline Entry
ServiceNow Tool Advanced
Incident & Change Management Advanced
Business Writing and Elocutions Expert
Technology Infrastructure – Operating Systems (UNIX, Windows), Database, Network and Cloud Core

Qualifications

Minimum 10 years of experience in Event ,Incident &Problem Management.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.