Manager, Network Operations

RESPONSIBILITIES

Core Network:

• Manage major network incidents and critical migrations effectively.
• Perform SME-level troubleshooting for complex network issues, ensuring rapid recovery through technical solutions.
• Engage with external service providers, vendors, Advanced TAC, regional and global network teams, security teams, and broader technology support teams, as well as management and application/business support.
• Oversee the excellence of Incident, Problem, and Change Management for SCB Global Network Infrastructure.
• Lead high-priority incident calls that involve multi-component and multi-platform challenges, collaborating with peer infrastructure teams such as OS Platforms, Middleware, Database, and Application support.
• Conduct comprehensive root cause analysis and provide regular reporting on production issues to align with business and technology needs.
• Support system audits as required, ensuring all vulnerabilities are addressed and documented.
• Propose and manage relevant end-to-end service improvement initiatives aimed at risk mitigation and enhancing service stability.
• Maintain accurate and up-to-date information regarding network physical and logical inventory, network diagrams, traffic flow, technical troubleshooting documents, and operational processes.
• Continuously identify problematic areas and implement permanent solutions.
• Communicate and interact with clients to provide expert guidance.
• Assist in the implementation of global projects, managing processes and documentation as needed for each project.
• Offer technical direction for systems migration and integration efforts.
• Meet and exceed established service level metrics regarding timeliness and accuracy.
• Collaborate as part of a global team to manage operations for multiple applications across various shifts.
• Contribute to the formulation of both short- and long-term strategic goals for network improvement.

Job Summary

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role.
• Identify & recommend new products or technology that can add value to the organization and align to the network strategic goals
• Work with Security Technology Services to ensure Network Services architecture design/solutions can meet bank security standards.
• Develop RFPs/RFIs, oversee product evaluations, coordinate product selections, ensuring pricing, terms and conditions meet bank IT standards.

Business

• Awareness and understanding of the wider business, economic and market environment in which the group operates.
• As a critical technology service for the bank, ensure the network services architecture design have high availability to remains stable and performing optimally 
• Gain a deep understanding of business objectives and priorities. 

Processes

• Ensure that Global Network Operations complies with the Technology Operations processes within the Operations Risk Framework.   These include, Incident Management, Infrastructure Operations, IT Service Continuity Management, Asset Management and Operations Monitoring

People & Talent

• Identify, recruit and retain key network talent, providing technical leadership across Global Network Operations
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

• Contribute towards identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, have an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
• The ability to interpret the Group’s Financial information, identify key issues based on this information and put in place appropriate controls and measures.
• Ensure a full understanding of the risk and control environment within Networks & Security Architecture
• Ensure Network Architecture Design adhere to Group Security & Audit policies within Networks & Security Architecture

Governance

• Take personal responsibility for understanding the risk and compliance requirements of the role. 
• Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters. 
• Embed the Group’s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees’ form part of the culture.
   

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

• T&A Management Team
• Global Internal Audit
• Operational Risk
• Development Managers
• Application Support Managers
• Technology Services 

Our Ideal Candidate

• Education     Bachelors degree    
• Certifications     Profesional network certification
• Languages     Base country native & english

Role Specific Technical Competencies

• Minimum 10 years experience in Network related role (Technical & Management)
• Excellent organizational and leadership skills.
• Experience of IT in-sourcing and outsourcing is essential.
• Excellent negotiation skills and ability to influence others.
• Strong knowledge and understanding of ITO, the Group and its businesses and functions.
• Strong stakeholder and communication and management skills.
• Ability to lead and control programme and/or project management in the context of a significant amount of change.
• Excellent organisational skills, with ability  to manage multiple deadlines and effectively prioritise.
• Excellent communication skills – oral, written and presentation.
• Numeracy – Very strong understanding around budgeting and forecasting.