Open positions:1
Role Title: Manager – IT
Global Career Band: 6
Location (Country / City): Gurgaon
Recruiter Name: Akshay Sinha Kumar
Why join us?
The primary responsibility of the Manager is to deliver and provide technical support for Chief Technology Office (CTO) IT Operations technologies, ensuring customer delight while conforming to high quality standards and best practices, maintaining and improving SLA’s, and ensuring compliance to HSBC policies at all times. The Manager is also responsible for the successful maintenance of the supported environments through regular monitoring of technical systems to ensure system stability and performance is at the highest possible levels and to actively participate to achieve organizational objectives for efficiency. The role holder must also drive operational excellence across our businesses worldwide, achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations.
The Opportunity:
To unlearn the following:
Impact on the Business
Customers / Stakeholders
Leadership & Teamwork
Operational Effectiveness & Control
Major Challenges
What you’ll do
Chief Technology Office(CTO) delivers and supports a wide range of technologies and services, and provides end customer support to all businesses across HSBC. With guidance from management, the job holder will have control over the planning and delivery of technologies, projects, costs and service and may be required to work independently, as part of a team or as the leader of a team. The role is specific for INM Bank End User Service Operations for North India location.
The job holder is expected to exercise initiative in overcoming obstacles to success, to adopt a flexible approach in terms of working hours and travel to other locations ( INM Branch and Back office) within North India.
The job holder receives policy and general guidance but has autonomy and latitude within the confines of the role. They will also be expected to “think outside the box” and respond flexibly, taking decisions in the interest of customer / business needs and service.
The jobholder is required to work in conjunction with all sections and staff across CTO team for End User Services (EUS) Operations deliverables.
Hardware/software installations are undertaken in a planned and controlled manner and anomalies escalated to the team leader/project manager in a timely manner.
Ensure that all systems requirement is met for new migrations in coordination with the line/project manager.
Provides timely support to users for End User Service Operations services offered.
Responsible for hardware and support to users according to the business requirement.
To report all unusual occurrences to the immediate superior/manager.
Responsible for Incident, problem & Change management process for EUS Operations as per the Standards and SLAs.
Regularly liaises with Operations teams to identify trends and issues encountered on the production floor and provides this information to the IT team to ensure that these are addressed at the earliest possible time.
Participates in team meetings, activities, promotes team spirit, stake holder meetings and cohesiveness. Represent IT in meetings for all IT projects and ensure that drive seamlessly
Demonstrates adherence to Core Standards and Behavior
Strictly adheres to the group audit policies on security.
Maintains integrity of systems.
Documentation maintained to support compliance/IT Security and audit requirements.
The major challenge of the Manager is to be able to deliver quality results under high stress conditions and occasional out of office hours.
Effective and consistent Asset inventory management for North India INM Entity.
Robust Management of Risk within EUS Operations for North India INM Entity.
To comply with IT controls and the need to be able to demonstrate compliance with the controls, maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Manage the shift coverage and take full responsibilities in performing shift managerial role, i.e ticket handling, incident managing, staff matters, service requests and all issue raised within the shift managing timeframe
Ensure that all existing BCP and recovery operational procedures are adhered to.
Advise and guide the team in a constructive manner.
Actively contribute to the team. Create a co-operative pleasant yet hardworking atmosphere. Assist colleagues to meet deadlines and standards.
Manager needs to adapt and cope with the high service demands in a constantly changing environment.
Identify and resolve complex issues on a day-to-day basis, escalating if required to the relevant Support areas and Senior Management, which involve global issues affecting the whole of the INM network.
Be responsible for ensuring the Service Level Agreements are meeting by Third Party Vendors and IT department.
Requirements
What you will need to succeed in the role:
Budget. This role has no functional financial signoff authority however deploys a part of the sub-function budget. He should support to the line management and provide cost avoidance / savings initiatives wherever requited for the same
People. This role holder will have no line management responsibility. However, need to manage the vendor staff on a day-to-day basis on operational support
Relationships. Internal relationships extend to peers, and up to 2 levels in the organization, in the main within IT in a technical capacity within a technical environment. Externally relationships with vendor focused on a technical level.
Regulatory. Promotes and manages, anticipates and identifies legal and compliance risk, embeds efficient compliance processes
Strategic Input. Carries out the execution of the strategy
Delivery and support. The role holder will have specialized knowledge in one or more technical environments and will have senior responsibility for the support and delivery of service within their technical support function
Supports multiple site locations and multiple business units. Working directly with internal customers either on site or remotely.
Manager should deputize in absence of site lead and should handle business operations
Flexibility to work on various shifts.
What additional skills will be good to have?
Knowledge
Bachelor’s degree or equivalent experience in IT Infrastructure Delivery or related field.
Excellent experience in call center or end user computing technologies with demonstrated proficiency in area of specialty.
Recognition as an expert, in support systems technology in particular for End User Services ( i.e End points deployment, installation, software basic troubleshooting for end points.
Good experience in IT Asset Inventory and Management required
Maintaining IT Asset Tracker and Workflows desirable and responsible for IT Asset inventory management
Project management highly desirable. Good experience in a managerial role within an IT or related field, including experience of managing a geographically dispersed team
Good working knowledge of various operating systems / hardware and platforms (i.e. Windows/Hardware) and at least 7-10 years’ experience(current) in relevant similar/technical field
Excellent oral and written communication skills, strong interpersonal, organizational and problem solving skills needed as interface with intermediate levels of technical and business management is required.
Methodical and logical approach with experience of problem solving.
Understanding and translating group strategy into own team and aligning directions accordingly
Sound judgmental skills to identify and resolve problems
Possesses and applies knowledge of particular specialized field to the completion of moderately complex assignments
Experience in project management, particularly in planning, organizing, prioritization and scheduling
Ability to setup and support the desktop, applications and systems according to the business requirement.
Experience
Ability to build strong relationships and communicate with a wide spectrum of stakeholders
Good knowledge of the project lifecycle and group strategy
Practical understanding of business finance and management of budgets and expenditure
Comprehensive understanding of policy and procedures in context of wider industry trends and direction
Prior experience in technical writing would be beneficial.
Ability to quickly learn and adapt to changing environment, team player, detail oriented, logical thinker with a can-do attitude.
Ability to prioritize and deliver service, to agreed service levels, within a diverse and constantly changing technical environment.
Evidence of effective staff management and ability to develop an environment that foster good teamwork
Must have analytical approach to problem handling, escalations and resolution
Proven communication and interpersonal skills.
Committed to provide excellent customer service
Ability to remain self-controlled and positive under pressure.
Ability to lead and motivate a multi-skilled IT Support Team.
Planning and Organizational skills.
A high level of technical expertise including good technical design and implementation skills
Link to Candidate User Guide:
https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.
https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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 Electronic Data Processing (India) Private LTD***
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