Production Support Manager

Job description

The Production Support Manager role is responsible for managing one or more regional support teams with responsibility for managing one or more GBM services.
The Production Support Manager focuses on day to day service quality, problem and recovery management, platform availability and identifying risks. They are required to participate in system recoveries following major system or software related failures.
 
Impact on the Business
Assign tasks to team members and provide effective management of GBM service in order to resolve user or production issues through to resolution;
Ensure team members follow appropriate change management policies and processes and that thorough risk analysis is carried out, to meet the goal of improved platform and service availability in accordance with the Change Management Policy;
Ensure that processes are being adhered to and escalating issues to management;
Participate in Major Incident Reviews and Service Improvement Programs as required;
Understand costs, ensuring that all services and projects are delivered on time, within the budget and resource allocated;
For new solutions ensure achievable migration plans are created taking due consideration of existing service requirements;
Control concurrent projects and resources that vary in scale and complexity to meet changing objectives;
Implement strong prioritisation and resource forecasting techniques. 
Customers / Stakeholders
Consulting with user groups to determine operations support needs and to ensure smooth implementations;
 
Leadership & Teamwork
Manage staff development, assessment, training, motivation, discipline, recruitment and retention to promote the highest professional standards within the technical environment;
Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
Ensure compliance with all relevant internal instructions (FIMs, GSMs, SOX, circulars) and external regulatory requirements, including the management of operational risk and adherence to the Group’s standards of ethical behaviour.
To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
Complete other responsibilities, as assigned.
Management of Risk
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues., The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.
The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
Maintain awareness of operational risk and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
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 are in place and training is provided, and optimising relations with regulators.

Desired profile

Proven experience in an Investment banking / IT environment with exposure to help management, change, problem or release procedures
Ability to prioritise work to successfully deliver service to agreed levels in a diverse and constantly changing technical environment
Experience of managing medium size teams
Excellent working knowledge of the change, problem and release procedures used in the Group
Find logical solutions to problems and manage to resolution
Good knowledge of risk management, configuration management, and disaster recovery e.g. SIGMA / ITIL
Track record of co-ordinating delivery of services involving elements delivered by other internal/external teams
Communication and interpersonal skills
Strong ability to manage small to medium sized teams
Strong management ability, motivating IT employees
Have a good knowledge of the project lifecycle
Proven technical expertise in an IT role
A wide knowledge of IT hardware, software, operations and networks
Be knowledgeable of a product/business area
Typical qualifications may include an undergraduate degree.
EEO/AA/Minorities/Women/Disability/Veterans