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 - Wholesale IT

In this role, you will:
Incident and Problem Management:
•    Investigate and analyze incidents to identify underlying problems and root causes. Conduct root cause analysis and maintain a knowledge base for future resolution.
•    Assign problem tickets and tasks to subject matter experts, track progress, and drive them to resolution.
•    Promote continuous improvement by implementing best practices, conducting post-incident reviews, and reducing the impact of future incidents.
Production Support:
•    Provide 24/7 production support across multiple markets, ensuring adherence to SLAs and ITIL-defined service delivery procedures.
•    Serve as the primary point of contact for production support matters, collaborating with business units, senior management, IT teams, and external stakeholders.
•    Track and report key metrics, including change status (success/failures), incidents, service performance, usage metrics, and problem resolution.
Reporting and Communication:
•    Prepare and present reports on production support and service quality performance, highlighting achievements, challenges, and improvement opportunities.
•    Communicate effectively to drive awareness and accountability for service quality standards across the organization.
Collaboration and Service Delivery:
•    Work effectively in a diverse and constantly changing environment, delivering services involving elements managed by internal and external teams.
•    Collaborate with global virtual teams across multiple regions to ensure seamless service delivery.

To be successful in this role, you should meet the following requirements: 
Technical Skills:
•    Proficiency in IBM iSeries, Core Java, Python, and VB scripting.
•    Strong knowledge of Page Object Model and Data-Driven Design Patterns.
•    Experience integrating automation scripts using CI/CD pipelines (e.g., Jenkins).
•    Good knowledge of SQL and Java in Unix/Linux/Windows environments.
•    Awareness of APIs and logging/monitoring tools like AppDynamics, IBM Tivoli Manager (ITM), and Splunk.
Domain Expertise:
•    Proven experience in the banking/trade domain.
•    Strong understanding of problem and change management fundamentals.
Soft Skills:
•    Strong customer focus and team player mindset.
•    Excellent communication and interpersonal skills in English.
•    Exceptional problem-solving skills and the ability to multitask efficiently.
•    Ability to work as part of a global virtual team across multiple regions.
Certifications and Frameworks:
•    ITIL accreditation is required.
•    Proven experience in the Service Management domain and production technical support.
Good-to-Have Skills:
•    Awareness of APIs and their integration.
•    Familiarity with logging and monitoring tools like AppDynamics, IBM Tivoli Manager, and Splunk.
•    Knowledge of problem and change management fundamentals.

You’ll achieve more when you join HSBC.
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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 – HSBC Software Development India