If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
- This role is required to have effective communication across stakeholders and it creates good opportunity to thrive in a matrix organization.
- Own and work with the pods to evolve production support processes across the pods. The processes should be configured to ensure efficiency, responsiveness, and high-quality business service. Ensure very high levels of Hygiene on ticket closures and process adherence.
- Work to reduce user queries through targeting initiatives at high-cost items to reduce burden. These may be a mixture of user training, improved documentation, additional functionality, self-service solutions etc.
- Work areas should be chosen based on analysis of user queries, and success measured by observing the reduction of burden on the team as a result of Service requests
- To provide coaching to Pods to ensure best in class quality of Post-Incident-reviews. Ensuring root causes are found and documented, actions are followed up and post-review work prioritised.
- Provide clean metrics and accurate reports to demonstrate adherence and Post-Incident-Reviews.
- To provide standards and coaching to ensure that FLASH reports are generated off the back of relevant incidents; and that the language, style and detail in the communications is appropriate for the incident.
- To suggest and report on metrics which provide a measure of the production quality of our system. Such items may be: Uptime, SLA breaches, Processing Capacity Index, Responsiveness, Releases, Incidents & Service Requests. For all these metrics; suggest, prioritise and drive through changes which demonstrate improvements in the metrics.
- Point of Contact for driving improvements in production and DevOps KPI’s for suite of applications in Securities Services Tech
- Incident management across Securities Services Tech
- Incident communication and complete lifecycle management
- Communication forum with upstream, downstream engaging to resolution of issues
- Drive Reduction program (Weekly analysis of ticket and drive the plan for fix)
To be successful in this role, you should meet the following requirements:
- Engineering degree or University graduate degree preferably with a degree in IT or Finance.
- A minimum of 12 years of work experience in supporting / developing software applications
- Working experience on Production Support and Business Support
- ITIL Support
- Strong experience in Incident Management
- Should be willing for 24*7 support and working in HK/UK/US shift (Rotational shifts)
- Domain knowledge of Securities Services / Investment Banking
- Ability to work with minimal supervision and to contribute to a larger team; and a flexible approach to working hours and responsibilities
- Self-motivation, and a proven rapid learning capability in a changing environment are essential
- Drive and tenacity to ensure change is effectively implemented in a matrix environment
- Committed to personal and professional development
- Able to work independently, proactively and under pressure against multiple deadlines
- Delivery-focused with attention to detail and ensure tasks are completed on time and to the required level of quality.
- Proven ability to prioritise workload effectively in line with business priorities.
- Can Do’ attitude. Willing to turn a hand to whatever task is required.
- Delivery focused, strong sense in driving system solution with high performance orientation as well as service scalability are critical for this role
- Exposure of working on global project teams on Markets & Securities Services, securities/custody services, and/or fund administration is an added advantage.
- Ability to elicit business requirements, perform analysis and establish/recommend a solution architecture.
- Superior skills in technical consultation, breadth of knowledge of different technology stacks and communications skills
- Must have strong exposure in reviewing all types of Incidents and should have lead a Service Improvement Plan for repeat incidents.
- Should have participated in BCP and DR drills to ensure business continuity.
- Service monitoring on top-tier critical service, provide fast recovery to protect Mean Time To Recover (MTTR)
- Incident Management, Incident communication, Problem Management, Stakeholder management on production issues follow-up
- Good understanding of NoSQL/Non-relational databases, such as MongoDB, Cassandra, (GCP) Cloud Bigtable, Cloud Firestore
- Nice to have experience with data visualization tools, such as Tableau etc.
- Excellent verbal and written communications skills required in English; other language
www.hsbc.com/careers