Service Management Incident

hace 6 meses

Azcapotzalco, 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**

The Technology Service Management - Incident job is responsible for managing the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilizes industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication and escalation.

**Principal responsibilities**
- Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities.
- To provide workarounds/resolutions with Active participation in crisis calls.
- Technical expertise in finding root cause of major system problems - inputs based on business/operations requirements.
- Participate and contribute in implementing automations/new production support concepts in the team.
- Ensuring use of best practices are followed by complying with Group Compliance Policy.
- Creating batch plans and supporting weekend releases, raising production change orders, support of the various testing activities related to the new implementations.
- Be part of Reviewing, designing and re-engineering processes with new technologies to improve performance
Requirements
- Work Experience of 5 years with L0/L1 production support
- Strong verbal English communication.
- Work during Americas shift on a follow of the sun (FTS) model, weekends (ROTA - based) and occasionally to be on after office hour on-call for supporting high and critical incidents.
- Good understanding of Unix command line and Shell scripting (ksh, sh, awk etc); Scripting languages - Shell, Phyton.
- Knowledge on SQL and Stored Procedures, preferentially in Oracle database PLSQL; Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures; on Service Now or GSD to follow the business requests and Incidents &Change Orders; ITIL concepts understanding; ITIL Tool - Service Now, Jira, Confluence, Remedy, SalesForce
- Monitoring Tool - Splunk, APPDynamics; Jobs Tools - Control M, Autosys; Application Servers - WebSphere, Tomcat, Weblogic; Microservices - Kubernetes (Basic understanding)

At HSBC we offer our colleagues a greater number of 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 have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

**Issued By HSBC Electronic Data Process Mexico Private LTD

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