IT Production Support

hace 2 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 **IT Production Support / Server**

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.

**Principal responsibilities**
- 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

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

You’ll achieve more when you join HSBC.

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

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