HSBC Group

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Our technology team builds innovative digital solutions rapidly and at scale to deliver the next generation of banking services for our customers around the world.

We are seeking a highly technical and experienced leader to serve as the Senior Recovery Lead and Global Head of Problem Management, reporting into Global Head of Service Management in Technology. Based in Hong Kong, this individual will lead a global team of senior engineers and problem analysts who serve as technical escalation partners during major incidents and champions of long-term service stability.

The role is pivotal in bridging reactive incident response with proactive systemic improvement, ensuring that both immediate recovery and lasting resilience are achieved.

Key Responsibilities

1. Technical Escalation for Incident Recovery
   •    Lead a team of experienced technical professionals who partner with Incident Managers to accelerate recovery by providing hands-on technical expertise during major and high-impact incidents.
   •    Ensure timely engagement with engineering, platform teams and third parties to identify, diagnose, and resolve incidents across the technology stack—without directly managing the incident process.
   •    Act as a trusted technical advisor in the most complex and cross-functional recovery efforts.
2. Global Problem Management Leadership
   •    Own and lead the Problem Management function globally, with a focus on identifying systemic issues, driving high-quality root cause analysis (RCA), and ensuring effective long-term remediation.
   •    Facilitate blameless post-incident reviews (PIRs) and ensure they result in complete, data-driven, and actionable RCAs.
   •    Track and govern follow-up actions to ensure closure of root causes and continuous reduction of recurring incidents.
3. Culture and Quality Advocacy
   •    Drive a cultural shift towards engineering-led problem solving, embedding a mindset of curiosity, ownership, and accountability across technology teams.
   •    Promote the importance of depth, quality, and completeness in RCAs, while fostering a blameless, learning-oriented culture.
   •    Act as a role model for systemic thinking and disciplined operational hygiene.
4. Operational Resilience & Vulnerability Remediation
   •    Identify and work to remediate operational resilience vulnerabilities, in partnership with Risk, Compliance, and Resilience teams.
   •    Support regulatory and internal requirements related to post-incident governance, especially in regions with high oversight (e.g., HKMA, FCA/PRA, DORA).
   •    Strengthen preparedness for future disruptions by driving improvements in resilience patterns, impact tolerance, and incident readiness.
5. Global Team Leadership & Strategy
   •    Lead a globally distributed, follow-the-sun team of technical recovery experts and problem managers
   •    Demonstrate excellent leadership skills to motivate and inspire this global team of experts to achieve their goals, fostering collaboration, innovation, and a strong data stewardship culture.
   •    Set strategic direction for technical recovery engagement and problem management practices across the firm.
   •    Define success metrics, improve tooling and processes, and align with broader SRE, Infrastructure, and Service Management strategies.
   •    Build a culture that supports learning, collaboration, critical thinking, transparency and inclusiveness 
   •    Grow employee engagement and promote a compelling employee value proposition to attract and retain talent.
   •    Ability to work in an unstructured and changing environment
   •    Ability to influence teams to think “outside” the box and look at solutions / approaches outside the traditional comfort zones.
   •    Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical stakeholders.

• Extensive years of experience in Technology Operations, SRE, Platform Engineering, or Infrastructure, with at least 3 years in a senior leadership role.
• Demonstrated experience leading global technical teams in high-pressure, production environments.
• Strong background in incident analysis, technical recovery, and problem management in large-scale systems.
• Familiarity with resilience and operational risk frameworks, including regulatory expectations (DORA, HKMA, UK PRA).
• Hands-on experience with distributed systems, observability tools, and post-incident review processes.
• Exceptional communication skills, capable of influencing stakeholders from engineers to executives.

• Technical Excellence – Brings credibility and depth to complex technical incident discussions.
• Strategic Leadership – Balances immediate recovery needs with long-term improvement goals.
• Problem-Driven Mindset – Relentlessly focused on root cause elimination and sustainable solutions.
• Change Leadership – Able to shift behaviors and embed operational discipline across a complex organization.
• Collaboration & Influence – Builds bridges between engineering, operations, and governance functions.

You’ll achieve more when you join HSBC. 
http://www.hsbc.com/careers

HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited.