Virtualization Support Engineer

Job description

The role will be part of a team delivering Global support and provisioning activities across the domain. They will be in acting all the processes and procedures that underpin an effective and efficient support capability. They role involves level 1 and level 2 support and provisioning across the global organization for the virtualization and cloud domain. The role is a technical role and hands on so a good understanding of support procedures, and continual service improvement is required. This role will require good communication skills and interaction with business, IT, and software delivery colleagues, in some instances the business directly

Impact on the Business

· Deliver a level 1 / level 2 and software provisioning for the domain
· Good understanding of troubleshooting techniques and crisis management.
· Be part of capacity and performance management capability for the domain in conjunction with engineering
· Be part of a wider team providing for support in countries where the staff are not directly aligned to ES&A
· Be able to support trends and themes and pass back to the global team for engineering updates.
· Work with Engineering and operations to ensure our environment is monitored appropriately.
· Ensure SLA commitments are met, and escalate accordingly
· To ensure all DR invocations meet the requirements of the business
· Ensure ISR policies and procedures are adhered to.
· On incident ensure all root causes are followed up with engineering / vendor

Customers / Stakeholders

· Ensure SLA commitments are met to the business for service and support
· Ensure we are understand the business and solution requirements
· Interact with business and IT stakeholders as part of the incident / problem / change processes.
· Provide excellent customer service.

Leadership & Teamwork

·  Be part of a global team geographically dispersed in differing time zones
· Be part of crisis calls and quality processes representing the domain
· Represent the domain talking to customers on their needs and provide an environment that meets performance and capacity expectations in line with engineering and product placement strategies.
· Work as part of a cross organizational boundary team providing service to all businesses in HSBC
· Interact with vendors during incidents to ensure we get the issue fixed and service back to the business.

Operational Effectiveness & Control

· Ensure all SLA targets are met
· Ensure quality processes for change, incident and problem related activities are met and drive continual service improvement
· Ensure ISR related policies are met and adhered to.
· 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.

Major Challenges

· This is a new team and will take time to establish Good communication skills are needed to ensure incidents are well managed and stakeholders are kept informed.
· Good technology understanding and ability to learn new technologies as part of either a structured training plan or role based education and mentoring.
· Ability to work across time zones remotely from the where the equipment is housed.

Role Context

· Needs to work as part of a Global engineering team
· Needs to work with peers in other domains providing similar functions
· Needs to communicate to all levels including Business, ITO and Software delivery.
· Involves challenging mindsets across countries and organizations
· Needs to work with vendors on solution designs and architectures which drive standards
· Needs to work with all stakeholders as part of level 3 support

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 jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
· The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
· This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
· Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department

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.
· The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
· The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
· This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Desired profile

· Experience in engineering disciplines in virtualisation and cloud subject
· Experience of communicating at all levels of the business and IT
· Strong influencing skills
· Strong technology background preferrably in the Virtualisation and cloud domain
· Experience in being part of Level 3 support organisation.
· Experience in representing organisations to the industry at events.

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