Digital Business Support Analyst

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 **Digital Business Support Analyst****Principal responsibilities**- Maintain and develop on, business incident management processes for Digital services- Provide timely and clear communication to stakeholders in case of service impacting issue for Digital services- During Incidents, continually assess the information available to ensure a justifiable severity rating is provided. Ensure severity ratings and procedures are executed within agreed Service Level Agreements.- Actively review severity ratings during open incidents and adjust up or down as appropriate.- Responsible for ensuring that country business information library is regularly updated and available to the team so that updated information can be referenced during live incident.- Review and make recommendations to functional manager to improve the processes and procedures for managing live and potential incidents based on participation and output from Post Incident reviews.- Create and communicate regular service reporting packs per country or region to report on monthly incidents, successes, and upcoming potential threats. Close working relationships with IT support teams is required.- Undertake detailed analysis of customer feedback on a number of channels across all entities and markets using various tools to help identify Bugs, Defects, enhancements that can be fed back into the delivery teams to improve our customer experience across the digital channels.- Provide on call support (on a rotational basis). Participating in escalation calls and communicating regular written updates to management in the Business and IT.- Attend post incident review and reconciliation meetings to answer any queries about the service outages that DBST are aware of.Requirements**Calificaciones - Externas**- Experience in communicating technical issues to stakeholders (who may or may not be technical)- Experience in Incident management or Service management- Excellent understanding of project methodology, frameworks and best practice- Highly developed communication skills, both written and verbal, to explain complex or technical issues in business language.- Be willing to work for on call during weekend if required.- Experience in building and maintaining strong, cross country working relationships, such as with United Kingdom, Americas, Canada and Hong Kong.- High level of resilience and self-motivation.- Be Innovative with the ability to approach things differently or do different things to deliver goals.ITIL Foundation is desirable, but not essentialYou’ll achieve more when you join HSBC.**Issued By HSBC Electronic Data Processing (India) Private LTD