Job Description

Job description 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 a Consultant Specialist. About the role: The role contributes to the day-to-day production services of one or more asset class(es) or sub asset class(es), focuses on day-to-day service quality, problem and recovery management and platform availability. With the appropriate supervisions and procedures given, they also are required to participate in system recoveries following major system or software related failures. They are the first point of contact from users or business, by answering telephone calls, e-mails or same time chats from users or business. They listen to their problems, understand the problem, and manage the resolution of incidents and problems, and completion of service requests personally or through escalation to other support teams. In this role, you will: The ideal candidate will be a highly motivated individual who demonstrates the following required ITSO attributes: 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 Client Services Own the relationship with the business for the request Acknowledge and respond to users/business promptly Handle and resolve customer complaints Collect and validate information from business that are necessary for further investigation Clarify business impact on incidents Keep users/business up to date on the status of the queries/issues reported Inform users/business on any events or activities Ensure completion of user/business verification posted service recovery Maintain key business relationships with users to allow quick assessment of requests and incidents. Assessment and Prioritization Correctly & efficiently categories and prioritize all incidents and service requests, using standardized processes raised Ensure that requests and incidents impacting critical business lines are assessed and escalated quickly to ensure minimal disruption and impact. Escalation and Communication Ensure relevant stakeholders are informed of known escalations where appropriate Issue INS / flash report Keep stakeholder up to date on the status of the issues Communicate to other stakeholders or other service owners to prevent same issue from happening to other services 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. 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. 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 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. Requirements To be successful in this role, you should meet the following requirements: Relevant experience of 6-8 years ITIL and ITSM bothprocesses experience is Mandatory Perform ITSO Admin tasks 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. Good to have exposure on Unix, Jenkin/Ansible, CICD, Geneos, App dynamics 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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