Job description
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.
We are currently seeking an experienced professional to join our team in the role of Delivery Manager.
In this role, you will:
Deliver L2/L3 support for MFT platforms (IBM Sterling Integrator/File Gateway, Sterling Secure Proxy, Connect:Direct etc) via 24x7 shift rotation.
Lead incident investigation, diagnosis, and resolution for high-priority issues. Drive root cause analysis (RCA) and implement preventive actions to avoid recurrence ensuring SLAs are met for incident resolution and problem closure.
Serve as the Shift Lead (i.e. primary contact / escalation point) for incidents during assigned shifts. Conduct shift handovers, allocate, monitor, and prioritize workload across team members to ensure timely response and SLA adherence.
Provide real-time leadership during major incidents, including stakeholder updates. Maintain shift performance metrics, escalate persistent issues, and suggest process improvements.
Enhance system monitoring, alerting, and reporting to improve service reliability and reduce MTTR. Recommend and implement performance optimizations for high-volume and time-critical file transfers.
Contribute to knowledge base, SOPs, and runbooks for consistent troubleshooting practices.
Mentor and coach junior engineers on technical and procedural aspects during shifts.
Act as a bridge between business stakeholders and IT support teams, ensuring clear communication on service status. Represent MFT support in service review meetings, post-incident reviews, and audits.
Requirements
To be successful in this role, you should meet the following requirements -
10+ years of IT experience with at least 5+ years in production support for MFT platforms.
Strong hands-on knowledge of one or more MFT tools: IBM Sterling File Gateway/SI, Connect:Direct, Sterling Secure Proxy etc. Experience working in 24x7 production environments with global teams.
In-depth understanding of file transfer protocols (SFTP, FTPS, AS2, HTTPS, C:D, etc.).
Strong Linux/Unix and Windows administration skills for troubleshooting.
Proficiency in scripting/automation (Shell, Python, PowerShell, Perl).
Familiarity with databases (Oracle/SQL Server) for backend troubleshooting and queries and understanding of network components (firewalls, load balancers, DNS, certificates, proxies).
Experience with monitoring & logging tools (Splunk, AppDynamics, Thousand Eyes etc.).
Solid knowledge of ITIL processes (Incident, Problem, Change, Release).
[Desirable] - Familiarity with DevOps and CI/CD pipelines (Jenkins, Ansible, Git etc.). Relevant certifications (ITIL, IBM Sterling, or cloud certifications). Exposure to cloud-based MFT solutions.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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