The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
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 Production Services Manager in Global Reconciliations.
In this role, you will:
Be responsible for Production Stability as priority
o Establish and lead Global Production Support team for Global Reconditions spread across India, China, and Canada
o Make sure follow-the-sun model is setup and effectively running; own with the implementation of service management strategy and support model globally
o Owner and point of contact for driving improvements in production and Production KPI’s for suite of applications in Global Recs IT
o Set-up the KPIs for SLA, operational efficiencies, and Production Stability Matrices
o Drive Incident management – minimize service disruption by driving timely resolution of incidents
o Problem management – Ensure a proactive stance to post-incident review and problem follow-up / PR from PIR and frequent failures
o Supervise daily activities of production to ensure timely and effective reporting, tracking, follow-up, and communication of incidents
o Drive Reduction Program / Operational Efficient gain Program – Weekly /Monthly analysis of ticket and drive the plan for fix; expertise with automation of routine maintenance tasks and common issues; lead continuous improvement by identifying and bringing forward ideas that will enhance efficiency and effectiveness of process/procedures with a particular focus on Quality Assurance around key compensation controls
o Work closely with Business Support and leads to set-up consistent monitoring, communications, and day to day operations
o Collaborate with other tech leads and L2, L3 support teams to ensure integrated end-to-end availability, reliability, and performance
Be responsible for Communications across Production services
o Own all the communication on Production with business and all related internal / external teams / stakeholders
o Bi-monthly / Monthly / agreed frequency communication with business and senior management on, including producing regular reports to relevant Business and IT stakeholders on productions stats and stability matrices
o Responsible for all regions ‘State of the Nation’ Daily report detailing Incidents across the Global Recs technology estate.
o Participate in cross Global Business / Global Function (GB/GF) Communities of Practice (CoP) meetings to help influence key decisions made at a group level.
o Represent Recs, Fees and Billing in multiple MSS and regional Meetings, Service Resilience working groups and Service Management forums.
Be responsible and own Efficiency Gains / Service Reliability
o Continually improving the operating environment for production, focusing on reducing toil, improving automation across MSSOT, using data.
o Understand all changes in the wider context of the business lines/ areas we support and those on which the portfolio has an impact, including Regulatory, Transformation and Data Management projects
o Drive consistent monitoring and alerting through all Recs applications
o Drive / Provide support in identification and resolution of all incidents associated with the IT service, partnering with the Engineering Centre Heads and Service Management Leads
o Drive / Develop and/or improve monitoring tools and lead automation initiatives across the department as per the Site Reliability Engineering (SRE) principles. Primarily responsible as the production practice lead for Global Recs IT but should be flexible to extend scope across Intellimatch and Fees and Billing as and when required.
o Ensure service resilience, service sustainability and recovery time objectives are met for all the software solutions delivered
o Should be able to identify the blockers/impediments that slowing the PDPTPPY and help PODs/Delivery teams to remediate the blockers with the help of engineering team.
Requirements
To be successful in this role, you should meet the following requirements:
o Strong knowledge of service management and production support methodologies and reporting
o Experience in support of management information and technologies, with multiple teams, vendors, interfaces, and stakeholders involved
o Experience with implementing monitoring, alerting and familiarity with automation involving e.g. grafana dashboards, splunk, ELK etc.
o Ability to direct and influence people in a matrix-orientated environment and establish working partnerships at a junior and senior organizational level
o Proven experience of positive, challenging interactions with Senior Executives across the business
o Good relationship management, collaboration and influencing skills
o Good communication and interpersonal skills, with the ability to tailor approach to different levels of stakeholders; proven skills to lead teams and motivate others to achieve objectives
o Ability to respond to questions / points of clarification from application suppliers, test teams and business in respect of the functionality being delivered
o Demonstrable experience in the areas described above in a medium to large software delivery environment
o Good problem-solving skills
o UNIX experience including script generation
Additional skills / good to have
o Experience on Smartstream suite of tools and any other reconciliation platform to implement end to end delivery of reconciliations
o Hands on experience on reconciliation platforms like – TLM, DUCO – TLM Premium, TLM control, TLM Recon Admin, TLM Design Studio, TLM smart Studio, TLM Web Connect, TLM CT Tool & TLM Smart Schema [TLM v2.7
o Exposure to Oracle PL/SQL and an understanding of relational databases; strong experience in SQL query writing, including ANSI SQL
Non-technical / General:
o Previous experience in Banking and Finance domain and reconciliations
o Experience in agile delivery mechanism
o Any DevOps tooling experience, CI/CD pipeline, automation would be an added advantage
o Strong communication skills – experience of interfacing with IT Lead/Delivery Manager, Architect, business Product Owners and IT offshore teams
Interpersonal Skills
o Ability to deal with frequent changes, decision making and critical thinking
o Ability to work with Global stakeholders, vendors
o Must be able to work independently with minimum guidance
o Model – Strive to be Role Model for the peers
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
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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