HSBC Group

Business: CTO Infrastructure

Open Positions: 1

Recruiter Name: Lampson Liang

Location: GZ

Why join us?

We have a unique opportunity for you to join our Connectivity team which provides the network and Call Centre infrastructure across 55 countries. Your role will be to provide leadership and drive on Incident calls when service impacting issues occur. Supporting Platform engineers, ensuring we have correct people on the crisis call and driving restoration of the impacted services. Providing communication and governance to the issues. Other duties will be to constantly look at improvements to our services, processes, using data analysis to allow us to be more proactive to fault identification going forward. This role will allow you to really make a difference to the stability of our infrastructures and services we provide to our businesses.

The Opportunity:

To manage IT services in line with agreed service levels 24 hours a day x 365 days a year with follow the Sun supporting model across 3 time zone shifts. Provide L3 line support of HSBC Telecommunication equipment and services, major incident investigation and service recovery, investigate exceptions, knowledge transferring to L1/L2 operation engineer. Liaise and coordinate with support teams, external vendors, internal customers and line management to ensure continuous service delivery and appropriate escalation of incidents.  telecommunication service and process optimization.

What you’ll do:

• Primary Responsibility is to support all WIFI severity incidents globally being the SME point of contact.
• Have detailed working knowledge of WIFI infrastructure – Juniper/MIST would be preferred.
• Possess expertise in managing Wi-Fi infrastructure.
• Expertise in handling wireless network troubleshooting to deliver desired performance or break-fix.
• Working with other IT teams including Incident Management during crisis and represent Connectivity.
• Working as part of a global team of Network Support Specialist.
• Work within global diverse team of engineers and vendors to provide support on a “follow the Sun” basis.
• Drive down infrastructure service outages and repeat failures.
• Ensure global standards are set and adhered to.
• Work with WIFI engineering team and Vendor to continuously improve the service.
• Be willing to provide on-call support on a rotational basis – which is financially rewarded.

• Strong technical skills for handling Wi-Fi Technology – Juniper/MIST preferred but not essential.
• 8+ years’ experience at Network production support or operations, ability to learn and support various telecoms areas like contact Centre monitoring and support, Data Network Monitoring and support and associated technologies.
• Troubleshooting, diagnosing, monitoring and resolving end customer issues and system problem software and other network and system problems.
• Good understanding of Data Networks Topologies and protocols.
• Strong drive to improve the services we provide to our business.
• Need to be a good team player and able to collaborate at all levels.
• Understanding of Working to ITIL/Agile Standards/Framework.
• Willingness and ability to learn new telecoms technologies and supporting tools.
• Strong English communication skills and be able to communicate at all levels within the business, and strong writing skills.

What additional skills will be good to have?

• Network infrastructure related certificate like CCIE, CCNP etc.
• Programing or coding experience using like Python, Ansible, etc.
• Experienced with variable network management tools like SevOne, Splunk, Netscout etc.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6&searchTerm=IJP

You’ll achieve more at 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 Software Development (GuangDong) Limited***