Production Practice/Consultant Specialist

Role & responsibilities

In this role, you will:

• Take responsibility for the governance and oversight of Traded Risk Production Services in the EMEA Region.
• Provide support in identification and resolution of all incidents associated with the IT service partnering with Engineering Teams, CTO and MSS Production Practice Leads as and when required.
• Manage communications with key stakeholders, including producing regular reports to relevant Business and IT stakeholders.
• Manage stakeholder expectations and ensure that robust communication and escalation mechanisms are in place.
• Work with stakeholders to ensure that negative customer and business impacts are avoided.
• Define and lead the implementation of service management strategy and support model globally.
• Ensure incident, problem and change control processes operate effectively.
• Design, implement and manage service metrics to measure and evaluate the healthiness and effectiveness of Traded Risk IT services.
• Transform Traded Risk IT into a service-orientated, client-centric, value-add, organisation.
• Partner closely with the Engineering Centres located in China, India, Poland and Mexico.
• Ensure adherence to best practice delivery standards across the pods, with risks, issues and dependencies correctly defined and managed.
• Ensure service resilience, service sustainability and recovery time objectives are met.
• Keep up to date and have expertise on current tools, technologies especially in the areas of service resilience and automation.
• Liaise with engineers, architects, and business stakeholders to understand and drive the product or services direction, aligning to strategic vision.

Preferred candidate profile

To be successful in this role, you should meet the following requirements:

• Extensive experience of working in IT in a Service Management Lead role.
• Demonstrate you have a strong understanding of the Service Management disciplines.
• Customer focussed with a commitment to deliver an outstanding service.
• Drive engineering excellence and embed an ethos of continuous improvement.
• Excellent decision making, problem solving, analytical and interpersonal skills.
• Strong relationship management, communication, collaboration and influencing skills.
• Be detail orientated with the ability to articulate complex issues in a clear, concise and structured manner.
• Flexible and adaptable being able to handle and prioritise competing demands in a fast-paced environment.
• Excellent understanding of Agile ways of working along with knowledge of DevOps and SRE principles.
• A deep awareness of technology, the ability to think critically about it and applying it to deliver key service management outcomes.
• Have a desire to find ways to continually improve the service we deliver.
• Have a good understanding of IT and Cyber Security Controls

Perks and benefits

Youll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India