Offers “HSBC”

Expires soon HSBC

Service Management/IT Infrastructure Delivery

  • Pune (Pune)
  • Infra / Networks / Telecom

Job description



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

The Network Analyst will have a knowledge of:

· Understanding of general IT Support principles

· Have sufficient knowledge of ITID understanding policy, processes, procedures and systems deployed

· Knowledge of best practices within a support environment.

· Hands on experience of working with Symantec Bluecoat technologies desirable, yet not essential

· Understanding of any other network technologies, such as firewalls, switches and routers, load balancers is desirable, yet not essential

· Good communications and interpersonal skills, including the capacity to articulate the case for IT investments and alternatives in the language of the business.

· Exposure to working with change control processes and systems advantageous

Experience

· Looking for a Network Security Engineer having total 5 – 7 years of experience with primary skills as BlueCoat Proxy and secondary as Checkpoint firewalls, F5 and Router/Switches.

· A broad understanding of IT hardware, software, operations and networks

· Solid networking skills including TCP/IP, IPSEC/SSL, routing and subnetting

· Worked on troubleshooting tools like Netscout, Packet Capture, Wire shark etc

· Ability to work under pressure and deliver within limited timescales

· Strong interpersonal skills

· Good communication, both verbal and written

· Strong analytical skills to quickly assess situations, their impact and options for resolution.

· To be able to prioritise faults, estimate fix times.

· Good team player skills which rely on honest open communication and reliability of individuals to strive to deliver an excellent service to the customer

· Ability to manage and prioritise service delivery within a diverse and constantly changing technical environment.

· Understand and interpret business and IT requirements

· Ability to prioritise competing demands for time and resources

· Having any of the following certifications is a plus

· ITIL, CCSA (Checkpoint Certified Security Administration), CCSE (Checkpoint Certified Security Expert), CCNP (Cisco Certified Network Professional Security) Security and BCCPA (Blue Coat Certified ProxySG Administrator)

.

Qualifications

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

A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

Skills Framework for the Information Age (SFIA ) Levels

TECH4

EMRG4

METL5

PBMG4

USUP4

SINT4

ITOP4

Role Purpose (overall high level summary of the role)

This role will carry out some or all of the following activities

The Network Analyst will work within the Global Internet Access Services (GIAS) team, the role encompassing the delivery of Business and Cyber Security related Proxy policy and associated functions both regionally and globally. Also the delivery of anti-Malware based solutions and enhancements.

The Network Analyst is responsible for the provision and support of services on a national or Global network technology infrastructure. This can include both the development of new functions and facilities and the on-going systems support of live systems.

The successful candidate must be prepared to undertake out of hours change activity.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business / Function

· Meets expectations of internal customers through delivery of high quality projects, meeting their needs and demonstrating the added value of service provided.

· To support and maintain full functionality of equipment and applications provided by TS

· Meets quality targets as assigned by ITID Management for Change, Service Levels and Problem Resolution times

· Identify and improve efficiency and potential improvements of Networks environment

· Communicating effectively with key business users regarding requirements

· Participate in the testing/piloting of new services/hardware

· Improvements in customer satisfaction and service quality

· Resolve assigned incidents efficiently and to the complete satisfaction to the customer base. Ensure SLA for incident resolution is adhered and improved upon

· Ensure requests are completed in good time and to the customers satisfaction

Continually strive to improve current processes in order to improve delivery of desktop components to the customer and in turn reducing the overall cost.

Customers / Stakeholders

· To ensure that the business' IT needs are understood and that services are tailored to meet their requirements, and also to ensure that users are fully aware of the services available and receive maximum benefit from them.

· Be involved in and participate in Customer Engagement processes

· Identify, monitor, drive and track service improvements creating & managing a culture of continuous improvements

· Through an understanding of business function and the ability to prioritise incidents/requests accordingly.

· Ensure communication to business community is clear and unambiguous

· Implementation of service Improvements.

Leadership & Teamwork

· Work effectively as part of a team to drive Infrastructure deliverables and Infrastructure Support requirements.

· Work as part of a wider team undertaking delivery of small projects and BAU requests conforming to project management standards, guidelines and techniques.

· Participate in the testing/piloting of new services/applications.

· Managing small project implementations and general business moves and changes.

· Pro-actively managing the overall service delivery to meet internal targets

· Offer support in taking responsibility for holiday, sickness of staff, identify resource gaps and action correction.

· Ensure that actions from Team meetings are communicated and followed through to completion

· Collaboration and contribution to team objectives

· To keep line management aware of any developing IT or other issues.

· Delivery against specification/customer need and on time.

· Through regular liaison, as required with designated team leader/manager.

· Contributions to delivery focused teams, consistently delivering high quality results.

· Team goals aligned to strategic goals where individuals understand their role in attainment of global objectives.

Operational Effectiveness & Control

· Ensure compliance and be able to demonstrate adherence to internal controls, Telecoms Group Standards and Information Security Secondary Standards.

· Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other ITID service lines to resolve or escalate incidents/service requests. Providing excellent customer support.

· Ensure that Network documentation is regularly maintained and used when required.

· Ensuring that standard ITIL processes are followed correctly and appropriately, e.g. Problem Management, Incident Management, Release Management, Change Management and Configuration Management. Implement ITIL best practice where applicable.

· Liaison with other ITID and HSBC Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable.

· Have the ability to influence peer groups including the use of high quality negotiation skills

· Work closely with local, Regional, Global and GR teams to increase the efficiency and quality of Network processes and procedures.

· Ensure compliance and be able to demonstrate adherence to internal controls, Telecoms Group Standards and Information Security Secondary Standards.

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

· Managing conflicting priorities

· Producing documentation/communications of a high quality that ensures clear and easily understood.

· Ensure all aspect of the environment is maintained efficiently with minimal disruption to the customer base.

· Continually strive to evolve existing processes to improve efficiency of deliverables to the customer base and in turn reduce year on year costs by agreed targets

· Adopt a customer service attitude that represents the TS Support model in a correct and purposeful manner and thus ITID as a whole

· Achieve delivery of incidents and requests in line with the agreed SLAs.

· Identifying areas of potential service improvement and efficiencies.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

The INS Network Specialist role is part of ITID , TS in a regional entity (for example, ITID, HTSU, etc). The role is not location specific.

They have the primary responsibility to provide day to day design /support to ensure the network infrastructure is maintained to agreed service levels and standards.

Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)

Demonstrate leadership on Regulatory & 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 optimising relations with regulators

Desired profile



Qualifications :

Any graduate 10+2+3

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