IT Service owner

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If you re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
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.

HSBC Technology India (HTI) is a pivotal part of the HSBC Group and provides essential technical and operational support to our global businesses and helps improve customer service and efficiency. This particular ITSO / PSM / RCM role falls under the Non Financial Risk - Front Office Supervision Technology platform which caters to various regulatory and supervisory controls covering HSBC Global Markets business.
We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist

The individual in this role as ITSO (IT Service Owner) / PSM (Production Services Manager) and RCM (Risk and Control Manager) will be accountable for maintaining effective end to end control of the application and associated services across environments (Dev, UAT, Production and Contingency). This includes keeping the system(s), safe, secure, resilient and available via the Functional and Non-Functional delivery workstreams that need to be planned and executed within project/programme delivery team(s).
Below are the key responsibilities / activities that need to be planned, attested and executed under the remit of this role by working effectictly and collborattively with the different delivery teams.

In this role, you will:

ITSO Oversight

• Define the right service offerings balancing functional and non-functional delivery milestones & demands within the existing costs and capacity constraints.
• Define key metrics mesurements. This will ensure that the service satisfies non-functional requirements such as availability, capacity, continuity, security. (They will also act as a point of escalation for the development & delivery teams. )
• Support seamless productionization of services. The Service Owner is accountable for ensuring the implemented service meets all necessary functional and nonfunctional requirements, and the transition into the live environment is fully documented in the appropriate system of record.
• Ensure the service continue to meet the customer needs & demands, and takes corrective action where necessary. This includes, but is not limited to, formal service availability reporting against agreed availability targets.
• Ensure continual service improvements throughout the system lifecycle. This includes incremental improvements to the service, corrective measures to recover service performance, and eventually the demise of the Service when it is no longer required.
  
  

PSM Responsibilities:

• Continually improve the operating environment for production, focusing on reducing toil, improving automation across, using data.
• Present service quality metrics and key action points to the Shared Services Technology management team.
• Work with the application development teams to ensure that they have an effective escalation and support framework in place for all IT production Incidents and one that shall meet the agreed operational and service level agreements of business and our clients.
• Host post Incident reviews with application teams and stakeholders when required.
  
  
  

RCM Responsibilities:

• Coordinate adherence to the risk and compliance agenda for the department, clearly escalating any potential issues well ahead of time. eg. Work with the application teams to ensure that our application services are vulnerability, ICE, resiliency, and contingency testing compliant.
• Tech Risk & Control BoW (TRCB)

Key Activities and Decision Making Areas:

• Service Continuity
• Capacity Management
• Service Level Management Business Expectations and SLA
• Cyber Security
• Change Management
• Configuration Management
• Priviledged Access to appropriate users
• Monitoring and Alerting
• Evergreening
• Infrastructure Patch Management
• Production Services Management
• Risk & Control Management