The Service Management Incident

Job description

Job description

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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  Service Management Incident

The Service Management Incident - Incident Job Is Responsible for Managing the Process of Recovering Technology Delivered Services from A Disrupted State as Quickly as Possible.  The Process Utilizes Industry Standard Techniques for Engaging Support Teams, Identification of Restoration Actions, Incident Prioritization, Communication and Escalation.

Main Activities:

·  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.

Requirements

·  Strong understanding of technology layers in application landscape, storage, OS, network, database, application.
·  Work Experience of 3 years with L0/L1 production support
·  Strong verbal English communication.
·  Work during Americas shift on a follow of the sun (FTS) model, weekends (ROTA – based) and occasionally to be on after office hour on-call for supporting high and critical incidents.
·  Good understanding of Unix command line and Shell scripting (ksh, sh, awk etc); Scripting Languages – Shell, Phyton.
·  Knowledge on SQL and Stored Procedures, preferentially in Oracle database PLSQL; Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures; on Service Now or GSD to follow the business requests and Incidents &Change Orders; ITIL concepts understanding.
·  Monitoring Tool – Splunk, APPDynamics; Jobs Tools – Control M, Autosys; Application Servers - WebSphere, Tomcat, Weblogic; Microservices – Kubernetes (Basic understanding).

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

For Accounting area: Essential accounting knowledge

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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 Electronic Data Process Mexico Private LTD***