HSBC Group

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, Software Engineering Specialist.

Business: IWPB Technology

Principal responsibilities

• Monitor and manage the performance of IT services in Staff Channels China team, ensuring they meet established service level agreements (SLAs).
• Lead the response to major incidents, coordinating with cross-functional teams to resolve issues promptly and minimize impact on users, utilizing advanced troubleshooting skills.
• Conduct root cause analysis for major incidents and implement corrective actions to prevent recurrence, drawing on full stack engineering knowledge to identify technical solutions.
• Develop and maintain service quality metrics and reports to track performance and identify areas for improvement, including the use of tooling to facilitate post-release monitoring.
• Collaborate with IT teams to implement best practices in service management and ensure adherence to ITIL frameworks.
• Facilitate regular service reviews with stakeholders to assess service performance and gather feedback for continuous improvement.
• Drive initiatives to enhance user experience and service quality, including process optimization and automation, such as building tools to simplify operational preparations.
• Serve as a Contact Centre SME, providing insights and expertise on contact centre operations and technology to enhance service delivery.
• Build and maintain strong relationships with the contact centre business to ensure alignment and support for operational needs.

• Proven experience in IT service management, preferably within the banking or financial services sector.
• Strong understanding of ITIL principles and frameworks, with relevant certifications (e.g., ITIL Foundation) preferred.
• Excellent problem-solving skills and the ability to work under pressure during major incidents and the capability to take necessary firefighting actions.
• Strong analytical skills with experience in data analysis and reporting, including the ability to generate and utilize reports for monitoring system stability.
• Effective communication and interpersonal skills, with the ability to collaborate with diverse teams and stakeholders.
• Proficiency in WebSphere MQ, WebSphere Portal, Host On-Demand (Telnet 3270), Angular, Dojo, React, Spring.
• Proficient in automated testing frameworks (e.g., JUnit, Selenium) and CI/CD pipelines.
• Proficient as a Security Champion, promoting security best practices within development teams and ensuring compliance with security policies and standards.

What additional skills will be good to have? 

• Familiarity with service management tools (e.g., ServiceNow, JIRA) and incident management processes.
• Experience in process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Knowledge of cloud services and platforms relevant to banking technology.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• A proactive approach to identifying issues and implementing solutions, utilizing a full stack engineering perspective to enhance service delivery

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***