HSBC Group

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.   

In Canada, HSBC Global Services (Canada) Limited (HGCA) is a wholly owned subsidiary of HSBC Global Services Limited.  Operating in Toronto and Vancouver, HGCA is part of a global service company, delivering services to support the operating entities of HSBC Group.  We have different capabilities that provide tools and processes to facilitate the functions, business and entities with their service management responsibilities.

About Us 

MSS Tech is a c.16,000-strong diverse, talented, and resilient engineering group that partners with our business and wider-bank colleagues to deliver industry-leading technology services. Our clients feel safe in the knowledge that, for us, production always comes first, anything less is failure. We constantly challenge boundaries, whilst engineering with safety and security. Continually building on our strongest assets - our people, maximising our potential, continuously stretching what it means to be a high performing organisation.

About the Role

Production Services Manager for MSS Operations Technology:

The role of Regional Production Lead (Americas Region) within the Markets & Security Services Operations Technology (MSSOT) team, is to deliver a high and proficient level of governance and control across the MSSOT Production estate during the Americas time zone.

This is a leadership role with governance responsibility.  The successful candidate will be expected to perform the following duties with a high level of competence.

Responsibility of working with the developments pods & leads in the Americas, ensuring that they are continuously striving for improvement, reducing production incidents and increasing release cadence 

Our goal is to ensure everyone in the teams releases code, raises a production change request does production support, this role is critical in helping us achieve this. 

As our Production Engineer you will:

• Responsible for America regions ‘State of the Nation’ Daily report detailing Incidents across the MSSOT technology estate
• Participate in cross Global Business / Global Function (GB/GF) Communities of Practice (CoP) meetings to help influence key decisions made at a group level
• Represent MSSOT in multiple MSS and regional Meetings, Service Resilience working groups and Global Service Management forums
• Continually improving the operating environment for production, focusing on reducing toil, improving automation across MSSOT, using data 
• Production lead for MSSOT Americas
• Hands on in innovation to improve automation of production environment. From working to be API first service management & more metric driven, to helping the teams work on the latest service management technology
• Working with Infrastructure and Risk & Control practices globally alongside Production

What Your Day will Look Like

• Responsible for America regions ‘State of the Nation’ Daily report detailing Incidents across the MSSOT technology estate.
• Participate in cross Global Business / Global Function (GB/GF) Communities of Practice (CoP) meetings to help influence key decisions made at a group level.
• Represent MSSOT in multiple MSS and regional Meetings, Service Resilience working groups and Global Service Management forums.
• Continually improving the operating environment for production, focusing on reducing toil, improving automation across MSSOT, using data.
• Production lead for MSSOT Americas 
• Hands on in innovation to improve automation of production environment. From working to be API first service management & more metric driven. To helping the teams work on the latest service management technology
• Working with Infrastructure and Risk & Control practices globally alongside Production.

To succeed in this role, you will need:  

• Proficiency in verbal and written English
• Strong customer focus and commitment to delivery 
• Good relationship management skills
• Hands on, not afraid to use data with scripting or coding to improve the operating environment
• Excellent problem solving and service support skills 
• Ability to work in a fast-paced dynamic environment to deliver high quality results under tight schedule and high pressure 

Skills preferred, but not mandatory: 

• Experience with MSS Operations Technology
• Experience of dashboard tools, like Grafana, qlikview, etc.
• Experience of python or any other programming language

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in Canada. Applicants must be legally authorized to work in Canada as HSBC will not engage in immigration sponsorship for this position.   

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.   

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.