Requisition Number:54833

Job Location:Chennai, IND

Global Grade:Band 6

Work Type:Office Working

Employment Type:Permanent

Posting Start Date:09/06/2026

Posting End Date:23/06/2026
Key Responsibilities

Service Monitoring:
Relationship Management:
- Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work arounds and contingency arrangements.

Incident Management:
- Triage incident reports to assess actual or potential client / business impact.
- Trigger the CERT Incident Management process for incidents impacting clients
- Assess the initial impact of incidents according to the agreed Priority Matrix.

Communication
- Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.
- Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.




- Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.
- Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.

Knowledge Management
- Follow up with support teams post service resumption to ensure root cause is identified and preventive measures implemented to avoid recurrences.
- Attend RCA (Root Cause Analysis) discussions to ensure lessons learned are recorded particularly regarding monitoring, mobilization, response, and recovery action improvements.
- Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
- Collect business impact details for sharing with relevant stakeholders
- Ensure outage and impact details are recorded accurately in source systems such as CXLive, Service Now - t

📌 Sr. Assoc, Production Eng, Wrb Tech (Chennai)
🏢 Standard Chartered
📍 Chennai