HSBC Group

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 Associate Director

 In this role, you will:

• Problem Tracking, Analysis, Categorization, and Prioritization.
• Perform Root Cause Analysis (RCA) to identify underlying causes of incidents.
• Document problems and maintain the Known Error Database (KEDB).
• Drive fast problem resolution and implement permanent fixes.
• Escalate problems as necessary and ensure timely resolution.
• Conduct trend analysis to identify recurring issues and prevent future incidents.
• Monitor and improve the quality of IT services delivered.
• Define and enforce quality standards and processes for service delivery.
• Conduct audits and reviews to ensure compliance with quality benchmarks.
• Collect and analyse incident and problem data to identify trends and improvement opportunities.
• Ensuring Service adherence to IT control framework, working closely with ITSO and Service Leads where necessary.
• Communicate known errors, workarounds, and quality improvements to stakeholders.
• Work closely with Incident Managers, Service Desk, and technical teams to ensure effective problem resolution and contribute towards incident improvements.
• Provide regular updates on problem status to stakeholders.
• Generate and distribute reports on incidents, problems, patterns, trends, and service quality.
• Identify opportunities for process improvement and implement best practices.
• Drive initiatives to reduce recurring incidents and improve service reliability.
• Ensure lessons learned from incidents and problems are documented and shared across teams
• Incident Scenario Planning to prepare for potential disruptions.
• Incident Analysis, Categorization, and Prioritization.
• Document incidents Ensure accurate incident from IMT.
• Drive incident resolution and escalate incidents as needed.
• Coordinate with stakeholders to ensure minimal impact on business operations.
• Actively participate in Service Management meetings related to Incident Management.

To be successful in this role, you should meet the following requirements:

• Knowledge of ITIL framework, particularly Problem and Incident Management.
• ITIL Foundation certification (ITIL Practitioner or Intermediate is a plus).
• Experience in root cause analysis, incident trend analysis, and service quality improvement.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Highly resilient and calm under pressure.
• Strong relationship management skills.
• Ability to organise incident and problem data, identify trends, and drive improvements.
• Confident in leading incident calls and facilitating problem review meetings.
• Knowledge of Site Reliability Engineering (SRE) is an advantage.
• Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira).
• Technical understanding of IT infrastructure, applications, and systems.

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