Job description
Some careers have more impact than others.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 58 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Head of Resiliency- Enterprise Infrastructure.
Department Background: CTO Infrastructure
The Opportunity:
Enterprise Infrastructure (EI) sits at the heart of HSBC’s Chief Technology Office (CTO) – operating, maintaining & transforming the on-premise technology infrastructure used by HSBC to host applications & services globally. EI’s product catalogue spans servers, storage, databases, mainframe, middleware, internal cloud & automation technologies amongst others.
You will lead service resilience & recovery for Enterprise Infrastructure globally, spanning first-line production support; service quality measurement / tracking; initiatives to continuously improve service quality & resiliency strategy.
What you’ll do:
Lead the global first-line production support team to ensure high availability & reliability of technology infrastructure & oversee the resolution of high severity incidents.
Act as the primary escalation point for major incidents, coordinating recovery & communication across technical & business stakeholders.
Oversee and co-ordinate incident management processes, ensuring timely resolution & root cause analysis of critical issues.
Analyze incident trends, proactively identify issues & design & execute initiatives to improve service quality (e.g.: reduce incidents, reduce mean-time-to-detect / respond / recover, increase % disruptive free change).
Prepare and present regular reports on incident metrics, system health & improvement initiatives to senior management.
Drive innovation including automation & self-healing solutions to improve customer experiences, streamline operations & reduce incidents. Collaborate closely with engineering teams & platform owners to optimize infrastructure & address potential issues.
Collaborate with global teams to standardize support processes & share best practices.
Requisitos
What you will need to succeed in the role:
15+ years of experience in Technology infrastructure support, with at least 3 years in a managerial or leadership role.
Proven expertise in incident management, Technology operations & technical problem solving.
Extensive experience of leading first-line / production support teams globally.
Exceptional communication & problem-solving skills to manage high-pressure situations effectively.
Strong understanding of technology infrastructure & relationship with consuming applications & services – ideally within banking organizations.
Technical understanding of servers (Linux / Windows), virtualization, database administration, middleware, WebSphere , Cloud & storage technologies.
Expert relationship management & ability to influence a diverse range of senior stakeholders.
ITIL certification or equivalent experience preferred.
Commercial experience including budget & resource management.
Customer-first mindset.
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 Technology (India) Private LTD***