AVP, Production Eng, WRB Tech(Temenos - T24/AAA+)

Job description

**Job Description** **Job Summary** The role is accountable for tactical and operational support for production services, across one or more areas of specific platform/domain. - To ensure maximum service quality and stability through fast and effective response to technical incidents, and to be a catalyst for change via analysis and identification of continual service improvement opportunities. Depending on the area of technical specialisation, in addition to incident resolution and prevention, it may also be involved in a control capacity to ensure that new changes to the technology estate do not introduce instability. - Manage technical resumption of high priority, S@R, medium/high severity incidents, provide end-to-end support and implement resolution to resolve incidents within SLA - Provide root cause analysis for S@R, medium/high severity issues, ensure all follow up action points are carried out - Responsible for the stability of the production system. Direct second and third level of support for problem diagnosis and resolution as per the agreed SLA's. - Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application. Review the dependent changes of the surround systems, infrastructure, networking etc... Responsible for ensuring proper technical plans are in place for all production changes (e.g. fallback plan, implementation plan, data conversion etc...) - Create and update Production Support documentation, contingency (DR/BCP) documentation and processes. - Provide inputs to PSS manager for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items. - Participate & support in cross-training and knowledge transfer activities within support teams **Key Responsibilities** Service stability and incident management - Ensure maximum service quality and stability through prompt and effective response to technical incidents. - Act as a catalyst for change by performing incident and problem analysis, identifying root causes, and driving continual service improvement (CSI) initiatives. - Where relevant, perform a control function to ensure that new technology changes do not introduce instability into the production environment. Monitoring and observability - Drive and achieve “north star” monitoring and observability goals. - Build comprehensive monitoring, alerting, and logging are in place for critical services, enabling proactive detection and rapid remediation of issues. Automation and operational excellence - Automation of operational tasks such as deployments, monitoring, scaling, and infrastructure management to reduce manual effort and operational risk. Site Reliability Engineering (SRE) practices - Troubleshoot issues and participate in incident response, troubleshooting, and post-incident reviews (post-mortems) to minimise downtime and institutionalise learning from failures. - Optimise infrastructure, systems, and processes for performance, efficiency, and reliability. - Contribute to the design and implementation of robust deployment pipelines and release strategies that enable smooth, frequent, and reliable releases (e.g. blue/green, canary). Change, release, and rollout management - Review and implement production-related changes, releases, and rollouts with zero or minimal impact to application stability and client experience. - Review and coordinate dependent changes across surrounding systems, infrastructure, networks, and shared services. - Ensure thorough technical plans are in place for all production changes, including implementation steps, fallback/rollback strategies, data conversion or migration plans, and validation checks. Reporting and continuous improvement - Drive closure of remediation actions to prevent recurrence of incidents. Collaboration, coaching, and knowledge sharing - Participate in and support cross-training and structured knowledge transfer activities within and across support and engineering teams. Leverage AI and automation for production engineering - Use AI-driven tools (e.g. for log analysis, anomaly detection, alert correlation, and capacity forecasting) to proactively identify, diagnose, and resolve production issues. - Collaborate with engineering and platform teams to integrate AI/ML capabilities into monitoring, incident management, and self-healing workflows (e.g. automated remediation, intelligent runbooks). - Continuously review and refine AI-enabled alerts, models, and automations based on production behaviour, incident learnings, and feedback from support teams. - Promote the safe and compliant adoption of AI solutions within production engineering, ensuring adherence to the bank’s risk, security, and data governance standards. **Governance** - Provide inputs to management for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items. **Regulatory & Business Conduct** - Display exemplary conduct and live by the Group’s Values and Code of Conduct. - Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. - Lead the [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] - Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. **Key stakeholders** - Production Engineering Chapter area lead - Production Engineering Chapter Lead - Wealth Management - Product Owners - Country Technology Management - Technical Service Engineering team **Skills and Experience*