HSBC Group

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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 realise their ambitions.

Department - Enterprise Technology L3

In this role, you will:

• Ensuring service solutions are operable, recoverable, and maintainable and are transitioned into production with the minimal disruption

• Provide technical support for complex technologies and services to ensure their resiliency. 

• Run Internal Change Review to ensure best change practices are in place and follow Mandatory Change Requirements.  

• Manage ITIL Service operation processes including event management, incident management, problem management and upgrades coordination.

• Drive automation initiatives, be a liaison between team, management, IT service owners and developers.

• Support team members in removing toil work, introduce improvements to daily, repetitive assignments.  

• Find solutions to improve daily operations. Address bottlenecks using best problem management practices.

• Act as service recovery manager in a situation if service experiences a degradation of a service following major system or software related failures. Delegate activities, participate and run crisis calls including all necessary teams.  

• Be able to work in a global team that provides follow the sun business requirement and establish relationship with teams located in different time zones.

• Provide trainings to ensure smooth knowledge transition of services and provide trainings to team members and development teams.

• Work independently, organizing your work schedule by prioritizing activities and delegating tasks.

• Maintain service documentation.

• Possess extensive and specialized technical knowledge as the business area may require, which include platform support in conjunction with business analysis, and systems integration for business systems.

• Provide daily global production service quality, problem and recovery management, and platform availability, facilitating changes, identifying, acknowledging and preventing risks.

• Have the responsibility for implementation of standard processes across IT systems and teams.

• Act as an escalation point when helping in resolving technical issues.  

• Determine and agree on requirements for new services being introduced into production.

• Collaborate with the level 3 support for incident root cause analysis.

• Participate in system releases and post-release incident management and reporting.

• Manage the communications with business users as well as senior stakeholders on system status.

• Lead the team to document support procedures and system knowledge for knowledge management in a global scale.

• Ensure the team adhere to Risk & Compliance standards for daily operation

To be successful in this role, you should meet the following requirements:

• Experience managing BAU change across multiple assets and infrastructure

• The ability to create new processes and have them adopted and embedded within the business, with clear evidence to support this

• Experience in managing multiple tasks

• ITILv3 Service Management Foundation certification (or equivalent) with a detailed knowledge of all ITIL and ITIL related processes (ITSM)

• Experience of managing the delivery in a matrix organisation structure

• Preferably experience in a DevOps/Agile organisation

• Highly motivated, outcome driven, and results oriented with the ability to prioritize and drive measurable value.

• Fluent in English, good communication and writing skills for direct interaction with globally spread businesses and IT stakeholders

• Overall IT experience of 7 years

• 3+ years of Change Management experience within a global operations / IT context

• 5+ years’ experience in IT in large corporate environments, specifically around controlled production environments or in Financial Services Technology in a client-facing function

• Payments / Global Transaction Banking / Corporate experience is a plus

• Experience of end-to-end Level 2 management and good overview of Production/Operations Management overall

• Experience of supporting high availability, complex application, and infrastructure domains

• ITIL / best practice service context

• Good analytical and problem-solving skills

• Ability to work in virtual teams and matrix structures

• Working knowledge of change management, problem, and incident track tools (i.e., GSD, ServiceNow etc.)

Candidate User Guide - India HTC - IND HSDI : IJP candidate user guide (service-now.com)

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 – HSDI