HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System: https://performancemanager.successfactors.eu/sf/jobreqpvt?jobId=7114&company=hsbcholdin&st=F6564CA0160D92EAB6ED7BBD906D431A8A32F1C4

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.   

We are currently seeking an experienced professional to join our team in the role of Digital Service Manager.

The Digital Service Manager role, reporting to the Keshava Rajanna, is responsible for running the day to day Global Service Management process across WPB and provide best-in-class operational and technical application and systems support to HSBC digital customers and internal business functions.

This role will be working as part of a global support function across multiple regions including India, UK, NA and AP.  The focus is on service stability for HSBCs Platform and Application estate working closely with our development teams to ensure the adoption of a DevOps model encouraging the teams to support their own applications and prioritise remediation and fixes above feature delivery.
Working with DevOps enabled cross-functional teams the Service Manager will support the teams ensuring best practice for incident and problem management, change and release management and monitoring, logging and alerting for production services.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Work with Digital, Non-Digital teams and third parties to assist with the identification, classification and prioritisation of Production Incidents.
• Work with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned and tracked to meet SLA.
• Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives.
• Run daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked.
• Oversee complex problem cases and associated actions to ensure teams are progressing and always collaborating.
• Ensure that problem resolutions are implemented through the appropriate change management policy.
• Identify trends and patterns of incidents and triggering reviews of these cases with the technical teams.
• Validate that problems have been documented correctly and contain accurate information.
• Ensure the problem management process encompasses adding new errors into the Known Error KB.
• Produce regular and adhoc problem and incident management reports ensuring that the information is delivered within the agreed timescales.
• Input to the Service Improvement Initiatives, Major Incident Reviews and any adhoc Incident Retrospectives.
• Co-ordinate and promote the effective functioning of problem management activities across Digital Support teams and other teams we connect with.
• Ensure incidents and problems tickets are up-to-date working across Digital teams to ensure good ticket management
 

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

• Strong experience as an IT incident manager or IT service manager within the financial industry
• Excellent problem-solving skills and an ability to collaborate with technical teams
• Excellent experience in control, risk, problem and incident management
• Experience with software platforms such as Splunk
• Produce Deployment, Run Books and Implementation Plans
• Experience of service desk tools - Jira Service Desk, Global Service Desk, ServiceNow)
• Good understanding of ITSM processes

This role is based in Sheffield or Leeds.

If you are an HSBC Contractor and wish to apply to this role, click here – https://career2.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=7114&company=hsbcholdin&st=F6564CA0160D92EAB6ED7BBD906D431A8A32F1C4

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted  by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser - https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin 

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).