Software Engineer for Service Management

hace 4 días

Azcapotzalco, Ciudad de México HSBC A tiempo completo

We are seeking an experienced Service Management Incident professional to join our team at HSBC.

The Technology Service Management - Incident role is responsible for managing the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilizes 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 as well as post-resolution problem management activities.
  • Offer 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.
  • E nsure use of best practices are followed by complying with Group Compliance Policy.
  • Create 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:

  • Strong understanding of technology layers in application landscape, storage, OS, network, database, application.
  • 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); Scripting languages – Shell, Phyton.
  • Knowledge on SQL and Stored Procedures, preferentially in Oracle database PLSQL; Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures; on Service Now or GSD to follow the business requests and Incidents &Change Orders; ITIL concepts understanding; ITIL Tool – Service Now, Jira, Confluence, Remedy, SalesForce.
  • Monitoring Tool – Splunk, APPDynamics; Jobs Tools – Control M, Autosys; Application Servers - WebSphere, Tomcat, Weblogic; Microservices – Kubernetes (Basic understanding).

HSBC offers a competitive salary range of $90,000-$110,000 per year, depending on experience, as well as comprehensive benefits including health insurance, retirement plan, and paid time off.

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 care.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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