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HSBC Group

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4.0

based on 4.7k Reviews

Video summary

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Banking Company - 2024

226 HSBC Group Jobs

ITSO / Lead Consultant Specialist

HSBC electronic data processing india pvt ltd

4.0

based on 4.7k Reviews

7-10 years

Pune

1 vacancy

ITSO / Lead Consultant Specialist

HSBC Group

posted 14hr ago

Job Role Insights

Flexible timing

Key skills for the job

Incident Management Service Desk Change Management Financial Services Agile Coaching JIRA

+ 2 more

Job Description

Ensuring 24/7 availability of critical enterprise applications
Working with Digital, Non-Digital teams and third parties to assist with the identification, classification, and prioritization of Production Incidents.
Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned, and tracked to meet SLA.
Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives.
Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked.
Overseeing complex problem cases and associated actions to ensure teams are progressing and collaborating at all times.
Ensuring that problem resolutions are implemented through the appropriate change management policy.
Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams.
Validate that problems have been documented correctly and contain accurate information.
Quality check outage records to ensure that impact has been recorded accurately.
Ensuring the problem management process encompasses adding new errors in to the Known Error KB.
Producing regular and ad hoc problem and incident management reports ensuring that the information is delivered within the agreed timescales.
Input to the Service Improvement Initiatives, Major Incident Reviews and any ad hoc Incident Retrospectives.
Co-ordinate and promote the effective functioning of problem management activities across Digital Support teams and other teams we connect with.
Ensure incidents and problems tickets are up-to-date working across Digital teams to ensure good ticket management.
Drive Technology modernization initiatives.
Conduct Release Readiness reviews and Milestone Reviews

Requirements

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

Decade of experience as an IT incident manager or IT service manager
Excellent problem-solving skills and an ability to collaborate with technical teams
Advantage edge of ITIL. ITIL certification preferred.
Experience of working in Agile and services. of DevOps
Experience of service desk tools (Jira Service Desk, Global Service Desk, ServiceNow)
Good understanding of ITSM processes
Participate in CAB meetings to discuss release scope and/or roadblocks.
Excellent written and verbal communication skills
Understanding of Tooling for application monitoring using AppDynamics and logging setup using Splunk
Proficient in incident and Problem Management approaches e.g. Pareto analysis, Ishikawa diagrams, brainstorming etc.
Experience with handling applications with micro-service architecture will be an added advantage!
Willing to be on-call to help provide impact information for the services.