Descripción
The role holder will lead service recovery of incidents of any threat level, facilitating senior, technical and business calls with key teams and stakeholders. Restore normal service as quickly as possible and minimise the adverse impact to the business. Recover IT systems and services in accordance with business/IT service level agreements in conjunction with technical support teams and in line with global incident management processes. Build and maintain effective working relationships with IT colleagues and business partners.
Responsabilities:
- Incident management for LAM region (México, Brazil, Uruguay and Chile)
- Support teams engagement as required
- Incident communications and updates
- End to End incident detailed documentation on Service Now
- Support to problem and outage management practices
- Conflict resolution during incidents
Requisitos
Requirements:
- 5 years the experience working in Financial or Technology Institutions support following procedures, gathering metrics, and monitoring for both automated and manual notifications.
- Ability and willingness to work in a shift (both day and night) environment providing 24x7x365 support.
- Demonstrated capacity to solve complex problems, meet tight deadlines, and meet mission-critical Service Level Agreements
- Ability to effectively communicate to both technical staff and executives
- Bachelor Degree: Engineering, Systems or related
- Strong English speaking and writing (100%)
- Formal certification in a Service Management framework (e.g. ITIL V3 Certified foundation level or similar)
Knowledge:
- Investigation and fact-finding methods
- Compile, organize, analyse, and interpret data and information into report formats
- Excellent customer service skills with the demonstrated ability to respond to questions and requests in a helpful, empathetic, and professional way
At HSBC, we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunity. Our values define who we are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen.
At HSBC we are oriented to guarantee gender equality and constant training for our employees as well as the protection of their labor and social rights.
At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.
We want you to be part of our team! Find out what it's like to work with us.