Manager for Service Management

at  HSBC

Job description
If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organizations 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 Manager for Service Management, this role is responsable for managing the process of recovering Technology delivered services from a disrupted state as quickly. The process utilizes industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication and escalation. Also guide with passion the 6 reports for this position.

PRINCIPAL ACCOUNTABILITIES:

• Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities
• To provide workarounds/resolutions with Active participation in crisis calls
• Technical expertise in finding root cause of major system problems - inputs based on business/operations requirements
• Participate and contribute to implementing automations/new production support concepts in the team
• Creating batch plans and supporting weekend releases, raising production change orders, support of the various testing activities related to the new implementations.
• Be part of Reviewing, designing and re-engineering processes with new technologies to improve performance
• Provide guidance, identifying the opportunities in team and provide feedback to improve them
• Working hours from 9am to 6pm from Monday to Friday
• Conduct fluent English to have daily conversation with Europe and Asia region
• 3 days working at the office and 2 days at home
• The office can be choose by the candidate to work in Azcapotzalco or in Toluca
  Requirements

TO SUCCEED IN THIS ROLE YOU WILL NEED:

• Understand the technology layers in application landscape, storage, OS, network, database, application
• Work Experience of 10 years with L0/L1 production support
• Strong verbal English communication (At least C1 conversational level)
• Work during Americas shift on a follow of the sun (FTS) model, weekends (ROTA – based)
• Good understanding of:
• Unix command line and Shell scripting (ksh, sh, awk etc)
• Linux
• Databases – Oracle, SQL or Posgress
• Job tools – Control M or Autosys
• Microservices – Kubernetes (Basic understanding)
• ITIL Tool – Service Now, Jira, Confluence, Remedy, SalesForce
• Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures
• Desirable to have Knowledge on Service Now to follow the business requests and Incidents &Change Orders
• ITIL concepts understanding
• High sense of responsibility, Leadership attitude, and ability to make wise decisions under stressful situations
• Lead medium size team, providing support, guidance and clear the obstacles into the team to achieve the goals and deliverables