HSBC Group

Level GCB4

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Role Purpose

The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. We are seeking a highly experienced Senior Incident Manager and ITSM Expert with a strong background in infrastructure support and IT Service Management (ITSM). The ideal candidate will be responsible for driving service improvements and ensuring seamless IT operations. This role requires exceptional communication, and problem-solving skills to manage high-pressure situations effectively.

Responsibilities

·       Lead and manage the end-to-end incident management process for critical IT incidents.

·       Act as the primary point of contact during major incidents, ensuring timely resolution and minimal business impact.

·       Collaborate with cross-functional teams to identify root causes and implement preventive measures.

·       Drive continuous improvement initiatives within the ITSM framework to enhance service delivery.

·       Oversee infrastructure support operations, ensuring high availability and reliability of IT systems.

·       Develop and maintain incident management policies, procedures, and documentation.

·       Provide regular updates and reports to senior leadership on incident trends and performance metrics.

·       Contribute to Incident / Major Incident Reviews

·       Mentor and guide junior team members in ITSM best practices and incident management processes.

Required Skills:

·       Extensive experience in incident management and ITSM processes (e.g., ITIL framework).

·       Strong understanding of infrastructure support, including servers, networks, and cloud environments.

·       Proficiency in ITSM tools such as ServiceNow, Remedy, or similar platforms.

·       Proficient experience within database management tools such as Oracle, SQL, DB2, DBA etc.

·       Proven ability to manage high-pressure situations and resolve complex technical issues.

·       Ideally have worked within similar enterprise level Financial Services organisations

·       Familiarity with monitoring tools like Splunk, Patrol, SCOM

·       Analytical mindset with the ability to identify trends and drive service improvements.

Preferred Qualifications:

·       Ideally ITIL Expert or ITIL 4 Managing Professional certification.

·       Experience with Compute, Database, Middleware and virtualization technologies.

·       Exposure to DevOps practices and automation tools.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500