HSBC Group

Business: CTO Infrastructure

Open Positions: 1

Recruiter Name: Lampson P Liang

Location: GZ

Why join us?

As part of our fast growing business we are looking for the Network Support Engineer to join the CTOi Connectivity(CONN) (former Telecoms Service) Department and our global Team.

CONN provides the solutions and services that enable HSBC staff and systems to operate and communicate on a daily basis. The NSE role itself is focused on End User Support Administration. Support Engineer will manage IT services in line with agreed service levels 24/7 and 365 days a year (Follow The Sun support model). Recover IT systems, and services in accordance with agreed business/IT service levels in conjunction with technical support teams and in line with incident management processes. Provide second/third line support of HSBC Telecommunication equipment and services, perform scheduled tasks, and support the implementation of changes using the banks systems management and operational tools. Liaise and coordinate with the internal support teams, vendors, internal customers and line management to ensure continuous service delivery and appropriate escalation of incidents.

The Opportunity:

To manage IT services in line with agreed service levels 24 hours a day x 365 days a year. Recover IT systems, and services in accordance with agreed business/IT service levels in conjunction with technical support teams and in line with incident management processes. Provide L2/L3 line support of HSBC Telecommunication equipment and services such as Route/Switch, F5, firewall, DNS etc; investigate exceptions and technical troubleshooting, identify opportunity for service improvement. Liaise and coordinate with support teams, external vendors, internal customers and line management to ensure continuous service delivery and appropriate escalation of incidents.

What you’ll do: 

• Primary Responsibility is to provide L2 and L3 production support across global HSBC network infrastructure such as Route/Switch, Firewall, F5, DNS etc.
• network troubleshooting to deliver desired performance or break-fix.
• Working with variable  IT teams including Incident Management during crisis and represent Connectivity.
• Working as part of a global team of Network Support Specialist.
• Work within global diverse team of engineers and vendors to provide support on a “follow the Sun” basis.
• Drive down infrastructure service outages and repeat failures.
• Ensure global standards are set and adhered to.
• Work with variable Connectivity platform engineering teams and Vendor to continuously improve the service.
• Be willing to provide on-call support on a rotational basis – which is financially rewarded.
• Well documentation and knowledge transformation to L1 support engineer or junior engineer.

• Over 8+ network technology supporting experience in large company.
• Strong technical skills for handling variable network Technology such as Cisco Route/Switch, Cisco ACI, Juniper Route, Checkpoint Firewall, DNS, F5 etc.
• Deep understanding of Data Networks Topologies and protocols. 
• Strong drive to improve the services we provide to our business.
• Need to be a good team player and able to collaborate at all levels.
• Understanding of Working to ITIL/Agile Standards/Framework.
• Experienced with variable network management tools such as NetScout, wireshark, Splunk, Sevone etc or similar tools.
• Willingness and ability to learn new telecoms technologies and supporting tools.
• Strong communication skills and be able to communicate at all levels within the business.

What additional skills will be good to have?

• Valid industry certification, such as: CCNP/CCIE.
• Python programing or network automation experience.
• Cloud infrastructure usage or support experience, such as: GCP, Azure, AWS, Ali.

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***