Microsoft Technologies/Software Developer/IT Infrastructure Delivery

Job description

Job Title

Associate Engineer– Client Platforms – Global Software Provisioning (J02833)

Department

IT Infrastructure Delivery

Location

Hyderabad

Reporting to

Engineering Manager

Vacancy Reference

Issue Date

Last date of receipt of Application

1 weeks from release date

Position(s) available

1

Grade

L7

Purpose of Department

IT Operations consists of a set of diversely skilled professionals who offer technical support on various platforms with different levels of complexity on Information Technology related areas to HSBC Staff across the globe.

Job Description

• Own, Interpret and analyse customer requirements/issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction and turn around time.
• Acquire good process knowledge and be informed of all new updates/additions and functions.
• Customer education on product use.
• Liaison with in-house departments and third party suppliers.
• Involvement in project implementation.
• Involvement in procurement/deployment of hardware and software.
• Work in accordance to predefined PLAs / SLA's ensuring end user efficiency is maintained.
• Understand the Quality requirements of the process well and follow up by calling/emailing the customer by having the parameters as the guide. Work/Implement on feedback given by the Trainers/Team leads/Coaches and show improvement (if necessary).
• Understand performance expectations clearly. Achieve/exceed target productivity goals and always strive to strike the correct balance between productivity and quality.
• Understand the importance of schedule adherence and operate according to the agreed norms (be present during operational hours, plan leaves effectively, take breaks per schedule etc).
• Work towards improving and building on existing knowledge. Effectively utilize various training programs offered by the bank.
• Share best practices. Be a visibly active member in the team by actively participating and contributing in team meets.
• Identify ways of improving service/adding value/reducing costs in line with business goals;
• Ensure compliance with audit requirements by actions being governed by overall audit guidelines;
• Adhere to the security and compliance standards and focus on excelling customer requirements;
• Actively participate in understanding and completing various Compliance, Security and Audit related certifications rolled out by the HSBC Bank/Group

• Analyze data and generate reports for working out best practices.

Desired profile

Qualifications :

NA