Microsoft Technologies/Software Engineer/IT Infrastructure Delivery

Job description

GLOBAL ROLE PROFILE

Role Title : System Adminstrator - IAM - Consolidated Store Location : Pune


Description : System Adminstrator - IAM - Consolidated Store


Role Purpose : (overall high level summary of the role)

The primary responsibility of this role is to provide Level2 support for GiAM infrastructure which includes Consolidated Store, Control SA and

various portals built on Consolidated Store. Work involves incident resolution for GiAM systems, escalation support for Level 1 team in GR or

direct queries/ issues raised by ISR teams

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

Typical Targets and Measures

(Weightage in %)


Impact on the Business / Function • Process Enhancements & Efficiency Gain

o Identify process/system hot-spots, suggest &

implement automation, improvements and/or new

pro-active processes / quality checks. Publish

periodic updates on these initiatives for effective

reporting.

o Active participation in the globalization program

objectives for Windows Server domain and assist to

achieve team/department goals for the

Technology/domain as appropriate

o Automate processes wherever possible/feasible.

o Identify and implement enhancements required

for the project SIP.

o Adherence to attendance guidelines, timesheets

and leaves.

20

Customers / Stakeholders • Project Delivery

o Deliver solution / tasks with demonstration of

Technical knowledge

o Put procedures/fixes in production to avoid the

repetitive incidents

o Demonstrate efficiency in managing & delivering

tasks independently and flexibility in the work

o Handle crises calls effectively

15

Customers / Stakeholders • Service Delivery & SLA Agreement

o Deliver according to agreed KPI / SLA

o Demonstrate improvement in turn-around times

15

Leadership & Teamwork • Self-Development

o Acquire functional/technical knowledge of

modules in the project required for production

support

o Internal / External trainings & Certification as per

project requirement

Prepare and complete PDP as per agreed timelines

10

Leadership & Teamwork • Knowledge & Best Practice Management

o Conduct relevant Knowledge Sharing & Training

sessions

o Contribute to project knowledgebase by creating

KB documents

Demonstrate effective use of Project

Knowledgebase during service delivery

10

Operational Effectiveness & Control • Quality of Delivery

o Deliver with within agreed levels of defects /

reworks.

10

Operational Effectiveness & Control • Standard Processes & Compliance

o Compliance to applicable HSM processes &

project processes

o Compliance to Information Security & Risk

guidelines.

o Strict adherence to all regulatory issues and

compliance of all internal

controls Compliance with Group, Regional and

Local Compliance Policy

10

Operational Effectiveness & Control • Escalations

o Escalate any Non Compliance of the processes and

anything unusual immediately to the Line Manager

or higher as appropriate and take remedial actions

o Technical escalations should be as per ToR/SoW

5

Operational Effectiveness & Control • Process Improvements & Process Roles

o Perform Process Roles within the project

5


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

Being global development team 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 : (Operational Risk / FIM requirements)

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 and

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 and 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 optimizing

relations with regulators


Role Dimensions (e.g. balance sheet size, lending or expenditure limits, size/volume of transactions, budget etc.)

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: Nil


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

• 1+ years of experience in in the Identity Access Management domain and associated technologies

• Ability to understand business processes related to identity management space and relate them with technology

components that facilitate these processes.

• Should be well versed with ITIL concepts and more specific understanding of Service operations

activities

• Worked in a infrastructure critical environment and understands how technology adds value to the

business and ultimately the end customer

• Ability to work effectively as a team player

• Communication and interpersonal skills

• Working across cultures

Hour of work / Shifts

• 9 hour shifts with 1 hour lunch / dinner break.

• Shift timings are as below

General Shift : 09:00 hrs- 18:00hrs

Evening Shift : 13:30 hrs - 22:30hrs

Please note: This role involves working a rotating shift pattern

[ ] A. Secondary School [X] B. University (BA) or (BS) [ ] C. Post Graduate (Masters)


[X] A. Two years or less [ ] B. Two to five years [ ] C. Five to ten years

[ ] D. Over ten years


Organizational Chart (Insert or attach the high level organization chart of the department plus the detailed sectional organization chart

showing where this job sits in the overall structure, its reporting line, its peers and subordinates, if any, bearing job title and job code.)

Desired profile

Qualifications :

NA