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Service Management Incident Specialist
hace 2 meses
Job Summary
We are seeking an experienced professional to join our team in the role of Service Management Incident Specialist at Hsbc. This is a challenging opportunity for a skilled individual to manage the process of recovering Technology delivered services from a disrupted state as quickly as possible.
Key Responsibilities
- Provide full scope of the day-to-day Production Support service, including resolution of live incidents and post-resolution problem management activities.
- Participate in crisis calls and provide workarounds/resolutions.
- Utilize technical expertise to find root causes of major system problems and provide inputs based on business/operations requirements.
- Contribute to implementing automations and new production support concepts in the team.
- Ensure compliance with Group Compliance Policy and best practices.
- Create batch plans and support weekend releases, raise production change orders, and support various testing activities related to new implementations.
- Participate in reviewing, designing, and re-engineering processes with new technologies to improve performance.
Requirements
- 5 years of work experience in L0/L1 production support.
- Strong verbal English communication skills.
- Good understanding of Unix command line and Shell scripting (ksh, sh, awk, etc.).
- Knowledge of SQL and Stored Procedures, preferably in Oracle database PLSQL.
- Good troubleshooting/debugging skills in C++ and Java code, SQL, and Stored Procedures.
- Knowledge of Service Now or GSD to follow business requests and Incidents & Change Orders.
- Understanding of ITIL concepts.
