Service Management Incident

hace 3 semanas

Azcapotzalco, México HSBC A tiempo completo

Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join 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.
- “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 car care”_

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

The process consultant role is in charge of providing support to all Operations about the productivity system used: iCATS.

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 utilises industry standard techniques for engaging support teams, identification of restoration actions, incident prioritisation, communication and escalation. They are a member of the Major Incident Management (MIM) team is part of the HOST Service Management Incident discipline within Technology Infrastructure Delivery

**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

**Calificaciones - Externas**
- Systematic problem-solving approach.
- 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).
- Knowledge on SQL and Stored Procedures, preferentially in Oracle database PLSQL
- Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures.
- Knowledge on Service Now or GSD to follow the business requests and Incidents &Change Orders.
- ITIL concepts understanding.
- High sense of responsibility, Leadership attitude, and ability to make wise decisions under stressful situations.

You’ll achieve more when you join HSBC.

**Issued By HSBC Electronic Data Processing (India) Private LTD

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