Description
Some careers shine brighter than others
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
IT Operations manages the IT infrastructure and supporting services that are critical for HSBC employees and customers, such as cost-efficient hardware, system software, middleware and databases, data centres, voice and data networks, ATMs, desktops and other devices.
The area comprises five functions: Client Services, Enterprise Services and Architecture, Data Centre and Service Management, Relationship Management, Project Management and Risk and Administration. Collectively, these areas define and deliver HSBC’s technology strategy to support the Group’s goals.
We are currently seeking a high calibre professional to join our team as a Technical Service Manager.
Principal Responsibilities
The key requirements of Technical Account/service Manager to
- Manage Incidents raised by Customers via Coordinating with GPS Client Manager and take it further with IT teams for timely and swift resolution. Work towards governance of SLA on back of issue categorization as High/Med/Low
- Revert to Client managers on issue resolution and help draft communication back to customers with appropriate and exact message on the fix
- Track incidents and identify if repeated to conduct root cause analysis with IT, initiate long terms actions to avoid recurrences
- Conducting pro-active reviews to change our culture from remediation to prevention
- Support GPS
- Improve IT - GPS communication by demystifying IT language terms and able to explain issue, planed outages details in simple English
- Support GPS Client managers on new requirements/ RFP to help coordinate initial meetings on requirements, able to suggest solution options with IT engagement. Navigate IT organization for prioritization of requirements and take a lead to work with IT to put a plan for execution
- Track and maintain list of repeated incidents with identified root cause Coordinate and chair regular meeting with IT system leads and GPS on remediation plan for the same
- knowledge building on IT systems, process, and practices e.g.: plot End to End Payments flow, build a repository of Key contacts IT, OPS and keep them updated
- Better process and governance of issues and current communication with a view to automate process, reduce effort and bring efficiency
- Help put best practices for TAM and share them with other markets. Will be responsible to do cross market interaction with TAM in other markets and act as back up
- Work with Client managers and Product owners to better product knowledge on payments
Qualifications
- Bachelors in engineering (Computer / Software engineer). 5 years of experience in banking and finance
- Corporate client Fronting experience preferred
- ITIL certification / Knowledge preferred
- Experience and good understanding of Payments / IT environment
- Demonstrate business knowledge, with a learning mindset to better it
- Excellent communication skills able to articulate issues and discuss topics with senior GPS team members
- Demonstrated ability to rapidly build relationships with key stakeholders
Knowledge & Capabilities:
- Risks & issues management – including escalation
- Analytical and problem-solving skills, attention to detail
- Planning & management
- Self-starter (ability to work alone and as part of team)
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited.
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