Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
We are currently seeking an experienced professional to join our team in the role of Associate Director, Software Engineering Specialist.
Business: IWPB Technology
Principal responsibilities
- Supporting the cross-functional teams with the transition to live - service acceptance process.
- Manage stability and avoidance of outages, along with providing support to the CFT with the transition of services into live environments using relevant framework.
- Ensure that Service Operability requirements are given appropriate focus throughout the development and operations lifecycle.
- Ensure teams are adequately resourced and trained to successfully support the live service/s as per Business requirements.
- Acting as primary co-ordination point (if required) for service issues escalated by external support teams.
- Driving incident resolution - technology or process, across technology teams, stakeholders and management where required.
- Being accountable for the Service Excellence and Problem Management processes.
- Manage Stakeholder communication during production impacting incidents to provide clear and concise assessment of the situation to aid quicker decision for senior management
- Measure team performance against process (SLA, KPI etc.)
- Ensure service improvement initiatives are managed effectively to reduce repeat incidents and conduct extensive due diligence on root causes to eliminate reoccurrence of failures
- Collaborate with Cross Functional Teams (XFT), Middleware, ITID and fulfilment teams to proactively identify opportunities to remediate risks in end to end service delivery
- Ensure governance of problem management activities within the XFT. Conduct trend analysis on repeat incidents and ensure XFTs raise appropriate problem records
- Collaborate with the Product Owner in identifying and prioritizing problem tickets into sprint backlogs to improve service quality
- Provide an escalation mechanism for XFTs to facilitate timely investigation and resolution of problem tickets from other teams
Requisitos
- Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
- Experience with ALM tooling such as App Dynamics, Splunk and Jira
- A proven track-record of developing and delivering service improvements.
- Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management
- Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk, etc
- Experience working in a DevOps environment
- Availability to undertake travel both domestic and international as required
- A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level
- Relevant product knowledge including knowledge of Internet Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
- Role relevant qualifications, i.e.ITIL , Service Management qualifications (Foundation, Intermediate, Practitioner)
- Past working experience in a relevant role, i.e. Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management
- Strong communication and interpersonal skills to develop relationships across business, ITO and SWD teams globally
- Strong decision maker and proactive self-starter
- Excellent negotiation skills
- Proven analytical skills & ability to deal with complex & technical data
You’ll achieve more when you join HSBC.
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Software Development (GuangDong) Limited***