HSBC Group

Role Purpose

We are building a unified, high-performance 'ONE Team' across the Americas and our Global Technology Hub. This leader will architect and command the operational engine for the Americas, driving elite levels of resilience and efficiency through a modern SRE culture. You will not just manage services; you will build the system that guarantees them.
We are currently seeking an experienced professional to join our command staff in the role of Head of Resilience and Tech Operations, Americas for IWPB IT.

Principal Responsibilities

The role of the Head of Resilience and Tech Operations, Americas is a strategic command position within the IWPB Global Technology Function. Your mission is to build and lead a world-class operational capability that ensures our platforms are available and functional anywhere, anytime.

• Command and Own the end-to-end incident response process for the Americas, driving down resolution time and preventing recurrence through rigorous post-mortems and engineering-led solutions.
• Architect and Implement a modern Site Reliability Engineering (SRE) framework, replacing legacy processes with data-driven Service Level objectives (SLOs), error budgets, and proactive chaos engineering.
• Lead and Build a "ONE Team" culture of operational excellence, radical accountability, and continuous improvement across the region, embedding this mindset into every engineer.
• Forge a Strategic Partnership with the Global Technology & Operations Hub (GTOH), ensuring seamless consumption of global services and standards, and providing clear feedback to improve shared capabilities.
• Drive Data-Driven Operations by leveraging telemetry, monitoring, and observability to move from a reactive to a predictive and preventative operational posture.

Requirements

We are seeking a proven hands-on leader with the following qualifications:

• Proven track record of transforming a traditional IT operations function into a modern, data-driven SRE organization. You have not just managed change; you have revolutionized operations.
• Deep, hands-on expertise in incident command for high-severity events in a 24/7 financial services environment. You are clear-headed and decisive when the situation is most critical.
• Demonstrated ability to drive cultural transformation and instill a mindset of ownership and engineering-led solutions in a geographically distributed team.
• Mastery of matrix organizations, with the political acumen to build alliances and drive change through influence, not just direct authority.
• Exceptional communication skills, capable of articulating complex technical situations with clarity and authority to C-suite executives, regulators, and engineering teams alike.

HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference.  At HSBC we are oriented towards guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.