Job description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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.
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.

“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member.

Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and car care”


We are currently seeking an experienced professional to join our team in the role of Information Technology Solution Optimizer

The IT Service Management Analyst role is based within the Global Service Management team which is part of HSBC Digital Solutions.

The role of the IT Service Management Analyst is to assist the Critical Technology Service Owner & IT Service Management Specialists in the provision of Service Management for HSBC's Global Personal Internet Banking and Security as a Service applications to ensure they meet defined Service Level Agreements and operate within the agreed Service Management framework.

The role will include IT Service Ownership duties and have a level of responsibility for the future position of those services, including management of change, subscription & activation and service transition.

Principal responsibilities 

  • Application of Service Management to ensure the service meets defined Service Level Agreements, operates within the agreed Service Management framework, IT capabilities and costs
  • Working collaboratively within the Global Service Management team to define, implement & operate a global standard Service Management model
  • Ensure incidents & problems are effectively managed, responded to and accurately documented within reporting systems, and that implementation of corrective and/or preventative action is coordinated
  • Developing strong relationships with business & IT teams globally to maintain a 3-year service outlook
  • Assisting in the generation and publication of appropriate management information
  • Becoming a Service Management subject matter expert in your global service(s), providing a consultancy service to stakeholder groups as required 



  • Working knowledge of IT Service Management
  • Awareness of the ITIL Service Management framework
  • Experience working in relevant technical environments, i.e. customer facing applications
  • Availability to undertake travel both domestic and international as required
  • Service knowledge of internet banking applications
  • Knowledge of Retail Banking
  • Strong communication and interpersonal skills to develop relationships across business and IT teams globally
  • Strong decision maker and proactive self-starter
  • Excellent negotiation skills
  • Proven analytical skills & ability to deal with complex & technical data
  • Strong team player
  • ITIL Service Management certification
  • Experience of implementing ITIL principles


Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
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 Electronic Data Processing (India) Private LTD***