Job Description

Job descriptionSome careers shine brighter than others.If youre 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 Senior Consultant Specialist

• Embed agile IT Service Management disciplines into the day to day activities of the cross functional teams and own responsibilities for the services delivered.
• Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging and alerting for both production and non-production environments.
• To act as ITSO for key services owned by SaaP. Manage control backlogs for IT services; activity participate in Scaled Agile Planning to ensure controls and evergreening backlog is prioritised.
• Produce DevOps and Service Management metrics and reports.
• Assist cross-functional teams with problem management and retrospectives
• Assist cross-functional teams with change and release management - the path to live
• Support the DevOps transition within allocated service line
• Act as primary co-ordination point for service issues escalated by external support teams.
• Experience is Service life cycle (Service Strategy, Service Design, Service transition, Service Operations, CSI)
• Work across IT and Product teams
• Support the cross-functional teams with the transition to live - service acceptance process.
• Ensure the IT Service is meeting expectations:
• Act as primary co-ordination point for service issues escalated by external support teams.
• Support and promoting a service culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within digital.
• Facilitate regular capacity reviews
• Support adherence to group standards

RequirementsTo be successful in this role, you should meet the following requirements:

• Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
• Knowledge of both cloud (AWS) and onprem deployments including operational readiness for cloud deployments.
• Preferred Certification : ITIL Expert / Certified Agile Service Manager / Certified Agile Process Owner
• Fantastic experience with ALM tooling such as App Dynamics, New Relic, Splunk, JIRA and Confluence
• A proven track-record of developing and delivering service improvements.
• Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management
• Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk, etc
• Experience working in a DevOps environment
• Availability to undertake travel both domestic and international as required
• A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential
• Relevant product knowledge including knowledge of Internet Banking, Mobile Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
• Role relevant qualifications, Certified Agile Service Manager (preferable), ITIL, Service Management qualifications are desirable but not essential
• Past working experience in a relevant role, i.e. Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
• Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
• Strong decision maker and proactive self-starter
• Excellent negotiation skills
• Proven analytical skills & ability to deal with complex & technical data

Youll achieve more when you join HSBC.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

HSBC