HSBC Group

Business: CTO Infrastructure

Open Positions: 1

Recruiter Name: Lampson P LIANG

Why join us?  

At CIB & HBEU Technology Service Management, we pride ourselves on delivering exceptional IT services that drive business success. Our goal is to uplift IT services to the next level meeting the highest standards of quality, reliability, and customer satisfaction. Process standardization and automation are the crucial keys on driving the transformation of IT service management frameworks across Wholesale Technology value streams, aiming for continuous improvement initiatives, and fostering a culture of excellence within our Service Management and Resilience Engineering team.

We are seeking a dynamic and experienced senior leadership role specialized IT Service Resilience Engineering to drive our service quality and improvement objectives on ensuring stability of CIB Tech services, as well as the efficiency, reliability, and excellence in service operation. The ideal candidate will have a deep understanding of IT service management frameworks in HSBC and a passion for continuous improvement equipped with SRE knowledge, resilience engineering and observability tooling skillsets.

The Opportunity: 

This leadership role will be responsible for leading our IT Resilience functions and initiatives in driving exceptional service standards. The role will have an opportunity to shape the future of IT service management and Resilience at CIB Tech, focusing on standardizing and hardening the service resilience as well as leading our IT service quality initiatives.

This role will also collaborate with all the Value Steams in CIB Tech closely to align on problem resolution and follow-up processes to ensure seamless integration. Responsible in enhancing the IT service framework focusing on incident recovery and problem management via engineering and tooling skillsets.

• Develop and execute a comprehensive service resilience and quality strategy aligned with CIB & HBEU Technology OKR.
• Collaborate with senior management to identify and prioritize service quality initiatives.
• Work with a dynamic and innovative team in a supportive and collaborative work environment.
• Engineer solution to health detecting issues, troubleshoot problems and recovery service quicker.
• Develop and implement incident management policies and procedures to minimize service downtime and impact on business operations.
• Oversee the incident management and problem resolution processes, providing leadership and direction to ensure high performance and continuous improvement.
• Ensure effectiveness IT service resilience procedures, including incident, problem, change, and configuration management.
• Foster a culture of customer service excellence within the IT service management team.

What you’ll do: 

• Coordinate with relevant stakeholders from the Value Streams and across GBGF partners to ensure quick and effective response to IT service disruptions.
• Oversee the end-to-end IT incident management process, ensuring timely identification, escalation, and resolution of incidents.
• Setting up observability tooling to monitor service healthiness, alert promptly in advance of issues and excel in troubleshooting technical problems
• Build automation or engineering solution and dashboard to track the service performance
• Collaborate with IT teams and other departments to facilitate efficient incident resolution and communication.
• Ensure effective communication and collaboration with relevant stakeholders during incident period and problem resolution.
• Lead post-incident reviews to identify root causes, lessons learned, and areas for improvement.
• Drive IT problem management efforts, including identifying recurring issues, conducting root cause analysis, and implementing permanent solutions.
• Develop and implement problem management policies and procedures to prevent incidents and minimize their impact.
• Implement proactive measures to ensure the resilience and reliability of IT services, including regular testing and validation of contingency plans.
• Enhance IT service resilience by developing and maintaining robust disaster recovery and business continuity plans.

What you will need to succeed in the role: 

• Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree is preferred.
•  Proven experience in IT service management, leading incident resolution with a track record of driving successful service resilience uplift in a senior role.
• Strong problem solving skills to address technical issues and incidents across a complex environment across IT systems and teams effectively for efficient IT service recovery.
• Deep commitment on responding to ad-hoc IT incident escalation in timely manner and leading the problem resolution for resuming IT services with the sense of urgency.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent verbal and written communication, interpersonal, and stakeholder management skills, with the ability to influence stakeholders at all levels.
• Proficiency in ITIL or other service management frameworks; relevant certifications (e.g., ITIL, COBIT) are a plus.
• Analytical mindset with the ability to leverage data to drive decision-making and continuous improvement.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6&searchTerm=IJP

You’ll achieve more at 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***