Production Support

Job description

HSBC is committed to building a culture where all employees are valued, respected and where their opinions count.

We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference.

"HSBC employees are commited to act with corageous integrity and standing firm for what is right. We are reliable, open to different ideas and cultures and connected with customers, community, regulators and with each other."

PRODUCTION SUPPORT

Global CTCS Teams will be operating in three locations viz. either India, China and Mexico under Follow-the-Sun support model under Commercial Banking IT. The CTCS Team will support urgent issues for multiple business systems and products within Commercial Banking. Senior Ops Engineer will be play role of Shift Incharge attached to specific Service line (eg eChannels, GTRF, Credit& Lending, etc) to undertake the following responsibilities.


· Engage IMT to get an incident manager assigned
·
Perform RTC/Qlikview Dashboards to ensure tickets are being progressed as per SLAs

·
Perform Handover activities to new Senior Ops Engineer in next shifT

Impact on the Business



Manage all user-wide communications (e.g. Flash Alerts). This also includes follow-up communications/updates and fielding any queries arising.


Acts as real time incident escalation point for the CTCS/DevOps team/POD

Ensures bi-directional feedback between DevOps PODS teams and CTCS teams.

Risk and Compliance Management




Analyze, anticipate and mitigate risk factors and work with the team and stakeholders to minimize risk.


Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars) and external regulatory requirements, including the management of operational risk and adherence to the Group's standards of ethical behavior.

The jobholder will support the principle that the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.

This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.

The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence'. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required

Desired profile

Qualifications :

Knowledge & Experience / Qualifications

· 
AS400

· 
Control M

· 
API
Experience & Qualification:
· 
ITIL Accreditation

· 
Proven experience in Production Support

· 
Proven experience in Service Management / Service Ownership

· 
Proven ability to manage globally distributed, multi-site teams and delegate authority

· 
Demonstrated ability to rapidly build relationships with key stakeholders

· 
Good knowledge of change management, risk management, and disaster recovery

Knowledge & Skills:

· 
Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing environment

· 
Effectively co-ordinate delivery of services involving elements delivered by other internal/external teams

· 
Strong customer focus

· 
Excellent communication and interpersonal skills with experience in communicating with senior executives

· 
Strong leadership and management ability, motivating IT employees

· 
Proven ability to prioritize competing demands.

· 
Knowledge of Production Support processes and procedures

· 
Strong process implementation and management skills

· 
Demonstrated success in key stakeholder management

· 
Experience of using IT systems and reporting tools

· 
Ability to multi-task efficiently

· 
Ability to work as part of a Global virtual team across multiple regions.

· 
Exposure to production services support tools is desirable.

· 
Exposure / Knowledge of Project Management in Agile/DevOps environment

· 
Knowledge of Banking Payment Systems and/or Banking Domain.

· 
Familiarity with Incident / Problem / Change and Release Management procedures