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:
Service Management and Process Oversight:
•    Ensure compliance with HSBC Service Management standards and production defect management processes.
•    Drive improvements in service health by minimizing technical debt, managing incidents, and implementing root cause analysis and remediation.
•    Collaborate with DevOps teams to ensure consistent execution of service management processes and alignment with organizational goals.
•    Provide guidance to DevOps teams to balance speed to market with operational stability, availability, and compliance.
Operational Excellence:
•    Monitor and improve service management data quality to enhance root cause identification, change quality, and configuration data accuracy.
•    Act as a senior recovery manager and escalation point for service recovery within DevOps teams.
•    Govern adherence to non-functional requirements and ensure residual risks are presented at appropriate risk forums.
•    Work with country IT heads and DevOps teams to address non-adherence and prioritize remediation activities.
Stakeholder Engagement:
•    Translate customer operability requirements into technical specifications, ensuring alignment with business needs.
•    Build and maintain effective relationships with stakeholders across regions, including Infrastructure and Architecture Practices.
•    Act as a service management lead, influencing and supporting over 500 colleagues globally.
•    Communicate effectively with stakeholders at all levels, including senior leadership.
Leadership and Collaboration:
•    Embed a service management mindset within DevOps teams, ensuring team members are trained and certified as required.
•    Lead incident resolution and root cause remediation efforts within DevOps teams.
•    Foster collaboration across boundaries, promoting knowledge sharing and innovative solutions.
•    Actively contribute to a positive work environment and drive team performance.

To be successful in this role, you should meet the following requirements: 
•    ITIL accreditation is preferred.
•    Proven expertise in service management, with ownership or execution of key processes such as incident, problem, change, or release management.
•    Experience in IT quality, service management, IT infrastructure delivery, or application development.
•    Strong background in working with globally distributed teams and processes.
•    Familiarity with agile methodologies and DevOps environments is preferred.
Knowledge and Skills:
•    Strong understanding of IT architecture, banking transaction systems, and the banking domain.
•    Proficiency in tools such as MS Excel, PowerPoint, JIRA, Confluence, and reporting tools.
•    Excellent communication, interpersonal, and stakeholder management skills.
•    Ability to multitask, think creatively, and deliver innovative solutions in a dynamic environment.
•    Strong customer focus and ability to deliver services to agreed levels in a constantly changing environment.
•    Knowledge of Agile/DevOps practices and risk management procedures.

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