BSM-APM/Senior System Administrator/IT Infrastructure Delivery

Job description

Role Title:

Specialist – HP-BSM / AppDynamics

GCB6 - SSA

HP-BSM
AppDynamics

Role Purpose (overall high level summary of the role)

The primary responsibility of the role is to provide support on the HP-BSM products and also experience of AppDynamics would be advantageous. Ensuring delivery to the customer while adhering to established global standards and best practice. Maintain and exceed existing SLA's and ensure compliance to HSBC policies at all times. Actively participate in achieving organizational efficiency objectives and undertake analysis on day-to-day work to drive automation on deliveries thereby reducing repetitive and standardized tasks/processes.

Principal Accountabilities: Key activities and decision making areas (look for ‘skills required' in the section on last page)

Typical Targets and Measures

Impact on the Business / Function

· Engineering, Service Delivery & Support
· Align to business partner's goals for the Technology / Domain / Project and deliver goals as per agreed schedules & specifications.
· Understand & analyse business requirements & scope, identify gaps, translate requirements into technical specifications.
· Deliver the solutions / deliverables per the agreed requirements with regards to project timelines
· Work on critical / complex incidents & issues and ensure completion within agreed deadlines.
· Provide technical inputs to assist TL / APM to create project Plans & schedules, effort estimates, requirement gathering & analysis, risk analysis.
· Assist TL / APM to identify service delivery issues (SLA Slippages, Quality etc), post implementation issues, escalations and assist to drive timely & successful closure. Identify & implement actions to eliminate issues
· Perform Project Management activities as may be applicable in the project

· Efficiency & Cost Savings
· Identify sustainable cost savings & efficiency gains that can be achieved by removal / reduction of direct or by reduction in FTE requirement through automation of manual tasks, removal of duplicate tasks, improvements in processes.

20 %

20 %

Customers / Stakeholders

· Stakeholder Engagement
· Understand & analyse changes in technology & process across the Group / regions that would impact development & support of builds & tools.
· Collaborate with regional teams and global function as required. Ensure understanding of practices within regions and drive standardization amongst regions.
· Assist in identification & implementation of solutions to improve customer satisfaction.

· Communication
· Communicate project updates / progress, action plans / issues on timely basis.
· Organize & lead meetings with regional teams for development or support of deliverables.
· Participate in crisis call and other global calls for support & delivery of domain goals.

· Escalation Management
· Proactively identify problem situations and resolve to give maximum customer satisfaction.
· Timely and appropriate escalations and where necessary, appropriate measures are taken to improve and sustain high quality and prevent recurrence.

5 %

5 %

5 %

Leadership & Teamwork

· Functional Management
· Provide technical leadership of SE/SSEs with a view of taking ownership of technical deliverables of the offshore.
· Buddy/mentor for a new recruit / TSE and SE/SSE in technical areas
· Ensure the project delivery does not suffer while replacing a resource
· Handle technical escalations for team

· Knowledge & Best Practice Management
· Conduct relevant training sessions to develop skills of team members that would benefit in their day to day job / increase all round awareness of various technologies, standards & processes in project. Training sessions to be conducted with appropriate training material & hands on labs.
· Prepare new best practices, technical and processes documents
· Create / Maintain knowledge base through documentation or video
· Develop & enhance your knowledge by way of courses, trainings, certification & hands on experience.
· Inspire respective technology team members by being a role model.

10 %

15 %

Operational Effectiveness & Control

· Internal Processes
· Accountable for the design of new processes and the ongoing review of process improvement, this covers both working practices and supporting documentation to ensure we maximize efficiency and that documentation is current
· Suggest & implement best-in-class industry practices in the projects, as applicable in line with the global function.

· Risk Management
· Mitigate and record risks early to ensure minimal and/or no impact to project deliveries.
· Evaluate and track operational risk associated with the role
· Ensure contingencies are planned within all activities.

· Compliance
· Compliance to applicable HSM processes, project processes.
· Compliance to Information Security & Risk guidelines.
· Strict adherence to all regulatory issues and compliance of all internal controls

10 %

5 %

5 %

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

Being global support structure, ensure the best practices are used to support the diverse customer group. Have thorough understanding of the environments to provide best service quality. Should have very good hands-on experience in the underlying infrastructure/platforms. Work closely with the stakeholders to avail/impart all necessary training from time to time to ensure enhanced service delivery.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

HTS – GLT is the off shoring arm of the HSBC Group. It is fully owned subsidiary of the HSBC Group with resources dedicated to the development of software solutions for the HSBC Group. It has presence in 4 locations spread across the Globe, in Pune and Hyderabad in India, Guangzhou in China, and Curitiba in Brazil and Kuala Lampur in Malaysia. There is a possibility of setting up similar structures in other low cost locations, depending of demand. The business model of HTS - GLT is that of a dedicated captive software arm. It services IT which in turn services the business needs of the HSBC Group. With over 9400 resources spread across multiple locations, it has a top-down view of the HSBC Group's Software Footprint. The services it offers are Software Engineering, Engineering Analysis and Design, IT Operations, IT Security, Business Analysis, Test Execution and Analysis. The HSBC Group has embarked on a strategy of moving to common systems and processes globally, to further leverage it's global reach, and to reduce IT and Operating costs and maximize shareholder return. HTS – GLT has traditionally been at the heart of development and support of HSBC systems and is now called upon to leverage its engineering talent in the engineering of new systems, re-engineering of legacy applications and the deployment thereof. Jobholder is responsible to work along with HTS ITO teams in supporting and maintaining their IT Infrastructure, work on troubleshooting activities, deliver assigned tasks / projects to satisfy the SLAs and PLAs agreed. The Jobholder would need to possess in-depth technical understanding and competent problem solving & analytical skills. Needs to train and groom trainees on complex systems. Should be able to understand and interpret functional and technical requirements. Escalate technical and managerial issues to the management or client supervisor at the right time. Jobholder is also expected to work in rotational shifts where required to provide agreed support coverage.

Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)

Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000 )

· This role does not have any financial responsibilities (budget/expenditure limits, etc.)

Headcount reporting to this role
(All staff in the dept/section, including direct & indirect subordinates. Do not include dotted/functional reportees headcount here.)

Direct:

Nil

Indirect:

Nil

Total:

Nil

Dotted/functional reportees to this role, if any (state title of the job) :

Nil

Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)

Skills required

· Should have a minimum of 4 years IT experience out of which a minimum of 2 years relevant experience in the following monitoring tools:
· HP-BSM
· AppDynamics
· Experience of working on End User Monitoring tooling.
· Should have worked on installation, troubleshooting and administration of above products on UNIX based hosts.
· Shell scripting and UNIX OS knowledge is advantageous.
· Knowledge and experience working on Java and understanding of API based architecture is advantageous.
· ITIL trained or certified (Foundation knowledge or experience)
· Adaptable and quick learner an advantage

Hour of work / Shifts

· 9 hour shifts with 1 hour lunch / dinner break.
· Shift timings are as below :
General Shift: 09:00 IST to 18:00 IST
· On need basis of project, there maybe requirements to work Morning Shift: 0600 IST to 1500 IST , Evening Shift: 14:00 IST to 23:00 IST and Night Shift: 2200 IST to 0700 IST

A. Secondary School B. University (BE) or (BTech) C. Post Graduate (Masters)

A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

Desired profile

Qualifications :

NA