Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
We are currently seeking an experienced professional to join our team in the role of ASSOCIATE DIRECTOR, Service Management Specialist.
Business: CTO Infrastructure
Principal responsibilities
- Full support of the problem management process to reduce occurrence and impact of incidents by remediating actual and potential causes of incidents, and managing workarounds.
- Lead and manage problem reviews, root cause analysis and corrective actions across functional and technical stakeholders.
- Plan and lead effective problem review meetings and conduct structured interviews to collect information.
- Creates and distributes problem management reports.
- Perform proactive problem analysis, develop insights and recommendations, and engage and influence across the technology to implement and improve problem resolution.
- Provide active and visible coaching to global and regional problem management professionals on problem management training.
- Actively engage and drive continuous improvement objectives defined by the Global Service Quality team.
- Provide consulting services to all HSBC technology and business groups to communicate and educate persons on best practices of Problem Management.
Requirements
- Proven Problem Management skills and experience in various Problem roles, (e.g. Problem Management associate, analyst, senior analyst, specialist or similar)
- Experience and knowledge of IT Service Management principles and methodologies.
- Knowledge and experience of HSBC IT Service Management tools and best practice techniques.
- Excellent communication, inter-personal and negotiating skills, focusing on remote and written communications, inclusive of ability and experience in interacting with higher positions.
- Excellent decision making and problem solving ability.
- Sound judgmental skills to identify and resolve problems.
- Project management background is an added advantage.
- Strong analytical skills to understand and use metrics to draw conclusions.
- Ability to deal with conflictive situations with success – negotiation skills.
- Ability to make recommendations to management, based both on subjective and objective information – consulting skills.
- Understanding and translating the Global Problem Management Process into own team and aligning directions accordingly.
- Setting stretching goals for self and team and delivering them with courage and tenacity.
- Fundamental knowledge on GenAI and Machine learning.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
HSBCLL/GZ*
About HSBC Technology China
We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems.
You’ll achieve more when you join 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***