Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist.
Business: Finance and Traded Risk Tech
Principal responsibilities
- Manage and lead the production support team to ensure timely resolution of incidents and service requests.
- Monitor system performance, identify issues, and implement proactive measures to prevent outages.
- Coordinate root cause analysis (RCA) for critical incidents and drive permanent fixes.
- Develop and enforce SLAs, KPIs, and operational standards.
- Collaborate with development, QA, and infrastructure teams for system improvements and deployments.
- Maintain and improve incident management, change management, and escalation processes.
- Review and analyze DORA metrics (Deployment Frequency, Lead Time for Changes, Change Failure Rate, and Time to Restore Service) to assess delivery performance.
- Collaborate with Pods to identify areas for improvement and co-develop actionable plans.
- Monitor progress and track the impact of improvements over time.
- Provide regular updates and reports to stakeholders, highlighting key trends, risks, and improvement actions on DORA and Service Quality Performance.
Requirements
- Strong knowledge of ITIL processes (incident, problem, and change management).
- Experience with monitoring tools (e.g., Splunk, AppDynamics, or Nagios) and ticketing systems (e.g ServiceNow or Jira).
Ticketing and Workflow Tools: Proficiency in tools like ServiceNow, Jira, or Remedy for incident tracking and workflow management.
- Ticketing and Workflow Tools: Proficiency in tools like ServiceNow, Jira, or Remedy for incident tracking and workflow management. Proficiency in troubleshooting production systems, databases, and application servers.
- Familiarity with scripting (e.g., Python, Shell) and automation tools.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to work under pressure and manage multiple priorities.
- Experience in cloud environments (e.g. GCP) is a plus.
You’ll achieve more when you join HSBC.
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 Software Development (GuangDong) Limited***