Production Support Analyst

Job description

Production Support Analyst

Big Bank Funding. FinTech Thinking.


Our technology teams in the UK work closely with HSBC's global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We also run and manage our IT infrastructure, data centres and core banking systems that power the world's leading international bank.

Our multi-disciplined teams include: DevOps engineers, IT architects, front and back end developers, infrastructure specialists, cyber experts, as well as project and programme managers.

We work in small, agile DevOps teams with colleagues around the world from our offices at the Bluefin Building in Southwark, our global headquarters in Canary Wharf, and multiple other locations around the UK including Sheffield, Leeds, Barnsley and Birmingham.

Following extensive investment across our Technology and Digital domains and with plans for continued expansion throughout 2019 and beyond, we are currently seeking a Production Support Analyst to join HSBC Technology.

The Production Support Analyst role is based within the Core Banking Support team within HSBC Operations, Services and Technology (HOST)

The role of the Production Support Analyst is on one of the shift teams that collectively provide 24x7 Level 1 Production Support for circa. 100 IT Services, predominantly on the zSeries platform. The support team primarily deal with batch job failures, CICS alerts and other adhoc / critical alert and business raised Incidents. Recovery of the services and pro-active management is expected to ensure that the services supported meet defined Service Level Agreements.

We require a candidate with good technical skills, with the ability to work to critical deadlines and in high pressure situations.

The role will require involvement in a 24x7, 365 Production Support shift pattern; onsite Monday 7am until Saturday 7am (morning / evening / night shifts) and weekends are covered by an on call duty pattern (typically covering 3 weekends in every 12 week period).

What you will be doing;

* Resolution of IT Incidents across a number of services, predominantly on the zSeries platform

* Prioritization of the service incidents and resolution according to service agreements and business needs, under the guidance of a Lead Analyst.

* Ensuring that incidents & problems are effectively managed, responded to and accurately documented within reporting systems, and that implementation of corrective and/or preventative action is coordinated.

* Representing Core banking in both internal and external meetings/calls, particularly in crisis scenarios
* Maximizing the productivity within the shift team and identifying emerging incident patterns and being proactive in taking evasive action.

Desired profile

Qualifications :

What you will bring to the role;

To be successful in this role you should have proven experience within the Technology sector with knowledge of the following skills:

* Knowledge and experience of COBOL / CICS / DB2 and the Incident Management process.

* An understanding of the ITIL principles, in particular Service Recovery.

* Service knowledge of Core Banking applications and knowledge of Retail Banking.

* Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.

* Strong interpersonal skills to develop relationships across business and IT teams globally.

This role will be based in Sheffield.


Come Power a Business that Defines How to Power the World

HSBC offers the opportunity to develop a fulfilling career within a supportive and inclusive environment. We aim to be a place where everyone can achieve their full potential, regardless of their background. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

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