Production Support- ITSO/Senior Consultant Specialist

Job description

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist

In this role, you will:

·  Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities. To provide workarounds/resolutions with Active participation in crisis calls. 
·  Technical expertise in finding root cause of major system problems - inputs based on business/operations requirements. Participate and contribute to implementing automations/new production support concepts in the team.
·  Ensuring use of best practices are followed by complying with Group Compliance Policy. Creating batch plans and supporting weekend releases, raising production change orders, support of the various testing activities related to the new implementations. 
·  Be part of Reviewing, designing, and re-engineering processes with new technologies to improve performance. To provide 24/7 production support for Global Disbursement application ensuring uninterrupted service. Working on Service Improvement Initiatives, ensuring effective Problem and Change management and Governance. Initiatives for Automation of the manually task and Incident reduction.
·  Monitor application performance and proactively address potential issues to meet the SLAs. Respond to Incident promptly and conduct Root Cause Analysis. Manage job schedulers, resolve batch failures, and ensure timely transaction processing.
·  Act as a primary point of contact for escalation, coordinating with technical teams and stakeholders, business teams for issue resolution and enhancement. Maintain and improve monitoring tools and dashboards to ensure optimal system health. Document troubleshooting steps resolution procedure and contribute to a knowledge base. 
·  Participate is production patching and deployment activities during maintenance window (starting from Own and drive the end-to-end incident management process for Production systems, ensuring timely resolution of Incidents. Ensure effective communication during incident, providing regular updates to the management and drive PIRs to implement preventive actions. 
·  Host and conduct Crisis calls to manage incidents effectively ensuring timely communication, efficient coordination and rapid resolution of major outage or performance issues affecting business operations. Managing the communication during live incident or outage, ensuring timely update to all stakeholder, including technical teams and business and senior managements. 
·  Flexible to work in shifts and provide on-call support.

Requirements

To be successful in this role, you should meet the following requirements:

·  Knowledge of Shell scripting, SQL scripts, Oracle, BigQuery, and data warehouse application
·  Risk and Compliance. Knowledge of Production Support processes and procedures (Change, Incident, Problem & Service management). 
·  Knowledge of patching and vulnerability management practices.
·  Strong understanding of Linux & Windows platforms with hands-on experience in solving App/Infra issues
·  Good understanding of DevOps operating model and tools such as Jenkins/Ansible/Github.
·  Understanding of production monitoring tool such as (e.g. AppDynamics/Grafana/Splunk)
·  Work independently to analyse and resolve production problems and work with global team across time zones to resolve them.
·  Knowledge of Agile delivery processes and Devops practices
·  Knowledge of CICD pipeline & Devops tooling is an added advantage.
·  Previous experience within Investment Banking and Robotics (BluePrism RPA, Chatbots) and GCP cloud-based systems would be an advantage.  

You’ll achieve more when you join HSBC.

www.hsbc.com/careers 

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India