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Service Management Incident

hace 4 meses

Azcapotzalco, Ciudad de México HSBC A tiempo completo
Job Description

If you're looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how

valued you'll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64

countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and,

ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Service Management Incident

Role Purpose

Global CTCS Teams will be operating in three locations viz. either India, China and Mexico under Follow-the-Sun support model under Commercial Banking IT. The CTCS Team will support urgent issues for multiple business systems and products within Commercial Banking. Senior Ops Engineer will be play role of Shift Incharge attached to specific Service line (eg eChannels, GTRF, Credit& Lending, etc).

Manage all user-wide communications (e.g. Flash Alerts). This also includes follow-up communications/updates and fielding any queries arising.

Acts as real time incident escalation point for the CTCS/DevOps team/POD

Ensures bi-directional feedback between DevOps PODS teams and CTCS teams.

As a part of CMB Technology Customer Support (CTCS) team the responsibilities will include:
  • Investigating system failures and incidents reported on the services supported.
  • Communicating with various Business & IT teams.
  • Flexible to work in UK shifts and provide on-call support.
  • Perform root-cause analysis and production fixes.
  • Work as a part of a global team.
  • Adherence to SLAs & service delivery procedures defined by ITIL framework.
  • Excellent problem solving and root-cause investigation skills are essential.
  • Excellent written and oral communications skills in English language are essential. E.g.: Report Writing, ability to document training materials etc.
  • Knowledge of Banking Payment Systems and/or Banking Domain is preferable.
  • Knowledge of Payment & Cash Management systems and Gateways like SWIFT is preferable.
  • Familiarity with Incident / Problem / Change and Release Management procedures is preferable.
  • Ability to work effectively and professionally under pressure
  • Ability to work as part of a Global virtual team across multiple regions.
  • Engage IMT to get an incident manager assigned
  • Perform RTC/Qlikview Dashboards to ensure tickets are being progressed as per SLA
  • Perform Handover activities to new Senior Ops Engineer in next shift

IMPACT

Requirements

Technical skills: Server Systems

  • JAVA high experience Oracle/DB2
  • UNIX/LINUX
  • JavaScript
  • JSON adn XML
  • Message Queues
  • Java Message service
  • IBM WAS/Middleware
  • API

Experience & Qualification:

ITIL Accreditation

Proven experience in Production Support

Proven experience in Service Management / Service Ownership

Proven ability to manage globally distributed, multi-site teams and delegate authority

Demonstrated ability to rapidly build relationships with key stakeholders

Good knowledge of change management, risk management, and disaster recovery

Knowledge & Skills:

Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing environment

Effectively co-ordinate delivery of services involving elements delivered by other internal/external teams

Strong customer focus

Excellent ENGLISH communication and interpersonal skills with experience in communicating with senior executives

Strong leadership and management ability, motivating IT employees

Proven ability to prioritize competing demands.

Knowledge of Production Support processes and procedures

Strong process implementation and management skills

Demonstrated success in key stakeholder management

Experience of using IT systems and reporting tools

Ability to multi-task efficiently

Ability to work as part of a Global virtual team across multiple regions.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be

prioritised .At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new

member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you ha ve

one more reason to be HSBC and proudly live a culture of well being, balance and care.

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 pers ons

irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social sta tus ,

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 Electronic Data Process Mexico Private LTD***