Service Management Incident Specialist
hace 4 semanas
Job Summary
We are seeking an experienced professional to join our team in the role of Service Management Incident Specialist. This is a challenging opportunity to work with a leading financial services organization, utilizing industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication and escalation.
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 cause of major system problems and provide inputs based on business/operations requirements.
- Contribute to implementing automations/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.
- Ability to work during Americas shift on a follow-the-sun (FTS) model, weekends (ROTA-based), and occasionally on after-hours on-call for supporting high and critical incidents.
- Good understanding of Unix command line and Shell scripting (ksh, sh, awk, etc.); Scripting languages - Shell, Python.
- Knowledge of SQL and Stored Procedures, preferably in Oracle database PL/SQL; Good troubleshooting/debugging skills in C++ and Java code, SQL, and Stored Procedures; ITIL concepts understanding; ITIL Tool - Service Now, Jira, Confluence, Remedy, Salesforce.
- Monitoring Tool - Splunk, AppDynamics; Job Tools - Control M, Autosys; Application Servers - WebSphere, Tomcat, WebLogic; Microservices - Kubernetes (Basic understanding).
What We Offer
At Hsbc, we offer a comprehensive benefits package, including a generous paid leave policy, to support our colleagues' well-being and work-life balance.
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