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We are currently seeking an experienced professional to join our team in the role of Associate Director, Software Engineering (ITSO DevOps Service Manager).
Business: IWPB Technology
Principal responsibilities
Working with DevOps enabled cross-functional teams to support best practice for incident and problem management, change and release management and monitoring, logging and alerting for both production and non-production environments:
- Embed IT Service Management disciplines into the day to day activities of the cross functional teams.
- Ensure DevOps and Service Management metrics and reports are in place
- Assisting cross-functional teams with problem management and retrospectives
- Assisting cross-functional teams with change and release management – the path to live
- Ensuring effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams including managing the relationship with dependent systems.
- Identify any necessary changes to the contingency / resilience requirements during the life on a service.
- Managing the demise of any components or services that are no longer required.
- Supporting the cross-functional teams with the transition to live - service acceptance process.
- Manage stability and avoidance of outages, along with providing support to the CFT with the transition of services into live environments using relevant framework.
- Ensure that Service Operability requirements are given appropriate focus throughout the development and operations lifecycle.
- Ensure teams are adequately resourced and trained to successfully support Production service/s as per Business requirements.
- Supporting and promoting a culture of continuous monitoring by recording and publicising a services performance against stated service quality attributes.
- Take responsibility for responding proactively to deviations from agreed quality standards.
- Acting as primary co-ordination point (if required) for service issues escalated by external support teams.
- Driving incident resolution - technology or process, across technology teams, stakeholders and management where required.
- Supporting and promoting a Service Operability culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within digital.
Support adherence to group standards:
- 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 the Group Operational Risk FIM.
- Maintain and observe HSBC internal control standards.
- Ensure that cross functional teams are aware of changes to the control landscape and that any changes to service architecture and design as a result of changes to the control landscape are incorporated in the project backlog of the relevant service.
- 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.
The ideal candidate will have a deep understanding of at least one of the areas of Service Management, (service recovery, incident and problem management, change and release management, service transition), combined with an understanding of DevOps.
Additionally the ideal candidate would have the following, (a subset of the following would be acceptable):
- Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
- Experience with ALM tooling such as App Dynamics, Splunk and Jira
- A proven track-record of developing and delivering service improvements.
- Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management
- Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk, etc
- Experience working in a DevOps environment
- Availability to undertake travel both domestic and international as required
- A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level
- Relevant product knowledge including knowledge of Internet Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
- Role relevant qualifications, i.e.ITIL , Service Management qualifications (Foundation, Intermediate, Practitioner)
- Past working experience in a relevant role, i.e. Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management
- Strong communication and interpersonal skills to develop relationships across business, ITO and SWD teams globally
- Strong decision maker, influencer and proactive self-starter
- Excellent negotiation skills
- Proven analytical skills & ability to deal with complex & technical data
HSBCAL/GZ*
About HSBC Technology China
We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems.
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.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
***Issued By HSBC Software Development (GuangDong) Limited***
