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We are currently seeking an experienced professional to join our team in the role of Senior Associate Director, Service Management.
Business: MSS Operations Tech
Principal responsibilities
- Continually improve the operating environment for production, focusing on reducing toil, improving automation across MSSOT, using data. Present service quality metrics and key action points to the Shared Services Technology management team.
- Hands on in innovation to improve automation of production environment. From working to be API first service management & more metric driven. To helping the teams, work on the latest service management technology
- Work in partnership with and represent the Shared Services Service Owners with the MSSOT Production Services Manager (PSM), Risk and Control Manager (RCM), and Infrastructure Lead.
- Understand the service architecture and by reviewing business and service quality metrics, work with the application teams to identify opportunities for continuous service improvement and identify areas of particular risk where service improvement plans may be required.
- Ensure all service issues and risks are understood, recorded, and are visible to the service owners, product owners, department lead and management team.
- Work in partnership with MSSOT PSM and first line support teams to improve our overall effectiveness and efficiency in the notification, management, and resolution of production Incidents.
- Work with the application development teams to ensure that they have an effective escalation and support framework in place for all IT production Incidents and one that shall meet the agreed operational and service level agreements of business and our clients. Application leads are accountable for their team’s delivery and performance.
- Hold post Incident reviews with application teams and stakeholders when required. Ensure that any follow up corrective actions and problem records are assigned to the appropriate teams. Provide or contribute to Incident and Client reports.
- Coordinate adherence to the risk and compliance agenda for the department, clearly escalating any potential issues well ahead of time. eg. Work with the application teams to ensure that our application services are vulnerability, ICE, resiliency, and contingency testing compliant.
- Coordinate our Service Sustainability portfolio, working with the application teams to ensure that our application services are at the appropriate application, middleware, and OS patching levels etc and that an ever-greening plan is in place for any component or feature approaching end of life support. Submit annual plans and manage execution against these plans/budgets.
- Ensure that the production service quality is fully considered during the design and development phases by our application development teams and that any non-functional change such as the increase in data volumes are also properly reviewed for the potential impact to the production environment.
- Be aware of all change to potentially impact our application or business services. Participate in the change review process and ensure that we remove any risk to production as a consequence of change.
- Work with the application teams to ensure that our application services have effective automated monitoring and alerting in place. That all alerting thresholds are set and are acted upon in a timely manner.
- Ensure that the application teams pay proper attention to preventative maintenance measures and regularly review the production application services capacity, throughput, and transactional and data volume growth.
To excel in this role, you should possess the following qualifications and experience:
- Good communication and interpersonal skills.
- Proficiency in verbal and written English.
- Strong customer focus and commitment to delivery.
- Good relationship management skills,
- Hands on, not afraid to use data with scripting or coding to improve the operating environment.
- Excellent problem solving and service support skills
- Ability to work in a fast-paced dynamic environment to deliver high quality results under tight schedule and high pressure.
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.
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