Service Management

hace 2 semanas

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 Regional Service Management Support

Our technology teams in the UK work closely with HSBC's global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply, and securely. We also run and manage our IT infrastructure, data centres and core banking systems that power the world's leading international bank.

Our multi-disciplined teams include DevOps engineers, IT architects, front and back-end developers, infrastructure specialists, cyber experts, as well as project and programme managers.

Principal Accountabilities

· Support the central Service Management function by the interpretation of requirements and the communication of them to local stakeholders and ITSO's.

· Work with the central service management function to ensure all IT controls are understood and kept compliant.

· Embed processes within the region to ensure timely communication of control issues and their resolution.

· Understand the regions RTB budget. Scrutinise RTB entries in clarity and ensure effective use of RTB.

· Identify opportunities to reduce toil within your region and gain stakeholder approval for the changes that need to happen.

· Manage 'fire fight' requirements within your region. Ensuring understanding and commitment to delivery

· Manage the initiatives to improve Service resiliency in your region.

· Drive service management with your regional business leads. How do we notify of issues? How do we communicate best? Development of reporting packs.

· During your working hours you will be the point person for incident management, ensuring incidents are managed and communicated effectively.

· As part of a follow the sun team, build up relationships with the other regional Service Management Support and leads and establish a comprehensive handover process.

· Ensure Service impacts and outages are reported accurately.

Requirements

Requirements:

· Strong language skills in both local dialect and English.

· Experience in Incident Management.

· Ability to take ideas and process improvements through to implementation.

· Good listeners, well-versed in gathering, assessing and prioritising expert recommendations.

· Self-motivated and highly professional with ability to lead and take ownership and responsibility.

· Fast learner, energetic and enthusiastic

· Strong organisational and planning skills

· Ability to multi-task, work under pressure and to tight deadlines

· Strong customer service and support focus with a desire to deliver a high-quality service.

· Good leadership and management skills, with the ability to inspire and influence across the organisation.

· Analytical and problem-solving abilities, with a focus on risk assessment and mitigation.

· Effective communication and interpersonal skills, with the ability to collaborate with stakeholders at different levels of the organisation.

· Proficient in using IT service Management tools and software.

· ITIL certification or knowledge of ITIL processes is a plus.

· Data focused approach to reporting and problem solving.

· The drive to become an Incident Management Subject Matter Expert within Enterprise Technology introducing measured continual improvement.

***Issued By HSBC Electronic Data Process Mexico Private LTD***

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