Liaison Office

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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 **Liaison Office - Operations Lead**

The WPB Operation Lead is responsible for leading 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 under the roles and responsibilities of the Incident Commander or Liasion Officer. They are a member of the WPB Technology Operations team which is aligned to the Service Management Incident discipline within Group Technology Infrastructure Delivery.

**Principal responsibilities**
- High quality verbal communication skills that enable the role holder to quickly and efficiently convey the impact of technology incidents and summarise complex technical recovery actions
- Translate technical detail into language that can be understood by a wide range of interested parties using excellent written communication skills
- Accomplished facilitation skills are required to enable the role holder to co-ordinate virtual and global teams conducting recovery actions in pressured situations, following processes that ensure recovery is achieved as quickly as possible, managing any associated risks and performing vertical escalation to Executive Management teams as appropriate
- The ability to consistently demonstrate analytical qualities that allow them to understand complex situations quickly, constructively and appropriately challenge recovery decisions to ensure that we optimise recovery timeframes
- The WPB Operation Lead will be required to support a Global Process. Initially this will be an on call rota basis, maturing to a follow the sun model potentially resulting in weekend and bank holiday support
- Regularly interface with the Executive Management team to provide updates on service recovery and Incident Management strategy
- Network effectively across all Global Career Bands to ensure that the service we provide is consistently comprehensive and provide regular feedback to colleagues within the team to strive for an exceptional standard of recovery or stability facilitation
- Support the central WPB Operations with SIP (Service Improvement Plan) and Value Stream improvements in an Academy type environment
- Responsible for the leadership and recovery of incidents and high risk vulnerability mitigation. Ensuring the right decisions are being made for the right reasons in a timely manner. In addition, communicating service impact statements for the regulatory requirements in accordance to the Management Escalation Call process and template

Requirements

**Requeriments**
- A broad understanding and comprehensive appreciation across Service Management process and principles
- A sound understanding and working knowledge of HSBC processes (change management, ITSA, access management, tooling, data security, etc.)
- DevOps and ITIL principles for efficient delivery and support
- Agile service management constructs
- Proficient knowledge of Digital Web, Mobile & Cloud Technology and ability to navigate through underpinning integration layer and back end fulfilment systems including but not limited to various databases, mainframe and iSeries platforms.
- Experience of using Application Performance Monitoring tools such as AppDynamics / Splunk.
- Bring a positively challenge and solution finding approach to all duties
- Mentoring and supporting colleagues
- Provide a positive collaboration with all key stake holders
- Minimum of 3 years’ crisis management experience of leadership, decision making, communicating, reporting, risk and improvement identification
- Reporting on service incidents
- Role Model behaviour at all times
- A flexible approach for a global, dynamic environment and changing strategies

You’ll achieve more when you join HSBC.

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