Information Technology Solution Optimizer DevOps

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 **Information Technology Solution Optimizer DevOps Service Managerr**

This is a critical role in the most exciting digital revolution in HSBC’s history as we move away from the monolithic architectures of the past to the cloud and micro service technology of today.

As a technology enthusiast you will challenge the norm, innovate and contribute to the delivery of delightful online banking experiences for our customers worldwide.

You will live and breathe DevOps and will transform the traditional ITIL heavy processes in to an Agile Service Management framework

**Principal responsibilities**
- Embed IT Service Management disciplines into the day to day activities of the cross functional teams.
- Ensure DevOps and Service Management metrics and reports are in place
- Assisting cross-functional teams with problem management and retrospectives
- Assisting cross-functional teams with change and release management - the path to live
- Ensuring effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams including managing the relationship with dependent systems.
- Identify any necessary changes to the contingency / resilience requirements during the life on a service.
- Managing the demise of any components or services that are no longer required.
- Supporting the cross-functional teams with the transition to live - service acceptance process.
- Manage stability and avoidance of outages, along with providing support to the CFT with the transition of services into live environments using relevant framework.
- Ensure that Service Operability requirements are given appropriate focus throughout the development and operations lifecycle.
- Ensure teams are adequately resourced and trained to successfully support Production service/s as per Business requirements.
- Supporting and promoting a culture of continuous monitoring by recording and publicising a services performance against stated service quality attributes.
- Take responsibility for responding proactively to deviations from agreed quality standards.
- Acting as primary co-ordination point (if required) for service issues escalated by external support teams.
- Driving incident resolution - technology or process, across technology teams, stakeholders and management where required.
- Supporting and promoting a Service Operability culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within digital.
- Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operational Risk FIM.
- Maintain and observe HSBC internal control standards.
- Ensure that cross functional teams are aware of changes to the control landscape and that any changes to service architecture and design as a result of changes to the control landscape are incorporated in the project backlog of the relevant service.
- Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training are in place and training is provided, and optimising relations with regulators.

Requirements

**Requeriments**
- Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
- Experience with ALM tooling such as App Dynamics, Splunk and Jira
- A proven track-record of developing and delivering service improvements.
- Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk, etc
- Experience working in a DevOps environment
- Availability to undertake travel both domestic and international as required
- A flexible & committed approach, a willingness to work outside of core hours as required