Some careers shine brighter than others.
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.
We are currently seeking an experienced professional to join our team in the role of a Consultant Specialist.
In this role, you will:
The ideal candidate will be a highly motivated individual who demonstrates the following required ITSO attributes:
1. Service continuity management
Conduct DR/Role swap tests
Conduct Data back-up recovery tests
Manage Audit issues
Manage Application Inventory and reviews
Participate in service transition and ensure knowledge transfer happened, with documentation well in place, and have sight of “License to Implement”
Contribute ideas on more efficient business-IT operations, turn ideas into actions / plans
Help team to enhance CICD pipeline.
Help with Admin activities as part of ITSO responsibilities
2. Client Services
Own the relationship with the business for the request
Acknowledge and respond to users/business promptly
Requirements
To be successful in this role, you should meet the following requirements:
ITSM and ITIL processes experience would be mandatory.
Relevant experience of 6-8 years
1. Perform ITSO Admin tasks
Have good understanding on ITIL and ITSM process
Have good exposure on Unix, Jenkin/Ansible, CICD, Geneos, App dynamics
Supporting Project Managers within the department.
Working independently and as part of a team.
Building on best practice.
Review of production incidents and their prioritisation
Ensure deliverables fulfil business requirements and quality levels.
The successful candidate will also meet the following requirements:
1. Logging and Recording
Correctly & efficiently record and process all incidents and service requests in line with processes and procedures
Responsible for updating the Knowledge Management database with all relevant information relating to tickets resolved within the -L1
Ensure accuracy of the recording and metric
Produce MI as required and analyse, as to identify any risks and/or achievement
2. Monitoring and Alerting
Use monitoring tools to manage applications and respond to technical alerts raised.
Closely monitor repeat incidents to ensure that problem management is alerted and knowledge management is kept up to date.
3. Resolving and Recovering
Look up knowledge database for the procedures to handle the incidents and answer service requests
Provide solutions to users/business through the resolution of Incidents and Problems.
Execute the procedures with necessary approval is understood and collected
Contact dev team for resolution
Coordinate with incident management team to involve to facilitate the service recovery
Work closely with SME and dev team where applicable on resolving technical requests and incidents, as well as understand where the business and technical solutions are being development and delivered.
4. Incident Ownership
Incident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root-cause information is updated/recorded prior to closure.
Collect the root cause and track for completion of corresponding problem ticket.
You’ll 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
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