Change management-Consultant Specialist

Hsbc

3 - 7 years

14 - 15 Lacs

pune

Posted:4 hours ago| Platform:

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Skills Required

service management payments business analysis analysis problem management knowledge management change management transition transaction banking servicenow operations itsm incident management devops gsd agile itil communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ensuring service solutions are operable, recoverable, and maintainable and are transitioned into production with the minimal disruption
Provide technical support for complex technologies and services to ensure their resiliency.
Run Internal Change Review to ensure best change practices are in place and follow Mandatory Change Requirements.
Manage ITIL Service operation processes including event management, incident management, problem management and upgrades coordination.
Drive automation initiatives, be a liaison between team, management, IT service owners and developers.
Support team members in removing toil work, introduce improvements to daily, repetitive assignments.
Find solutions to improve daily operations. Address bottlenecks using best problem management practices.
Act as service recovery manager in a situation if service experiences a degradation of a service following major system or software related failures. Delegate activities, participate and run crisis calls including all necessary teams.
Be able to work in a global team that provides follow the sun business requirement and establish relationship with teams located in different time zones.
Provide trainings to ensure smooth knowledge transition of services and provide trainings to team members and development teams.
Work independently, organizing your work schedule by prioritizing activities and delegating tasks.
Maintain service documentation.
Possess extensive and specialized technical knowledge as the business area may require, which include platform support in conjunction with business analysis, and systems integration for business systems.
Provide daily global production service quality, problem and recovery management, and platform availability, facilitating changes, identifying, acknowledging and preventing risks.
Have the responsibility for implementation of standard processes across IT systems and teams.
Act as an escalation point when helping in resolving technical issues.
Determine and agree on requirements for new services being introduced into production.
Collaborate with the level 3 support for incident root cause analysis.
Participate in system releases and post-release incident management and reporting.
Manage the communications with business users as well as senior stakeholders on system status.
Lead the team to document support procedures and system knowledge for knowledge management in a global scale.
Ensure the team adhere to Risk Compliance standards for daily operation

Requirements

Experience managing BAU change across multiple assets and infrastructure
The ability to create new processes and have them adopted and embedded within the business, with clear evidence to support this
Experience in managing multiple tasks
ITILv3 Service Management Foundation certification (or equivalent) with a detailed knowledge of all ITIL and ITIL related processes (ITSM)
Experience of managing the delivery in a matrix organisation structure
Preferably experience in a DevOps/Agile organisation
Highly motivated, outcome driven, and results oriented with the ability to prioritize and drive measurable value.
Fluent in English, good communication and writing skills for direct interaction with globally spread businesses and IT stakeholders
Overall IT experience of 7 years
3+ years of Change Management experience within a global operations / IT context
5+ years experience in IT in large corporate environments, specifically around controlled production environments or in Financial Services Technology in a client-facing function
Payments / Global Transaction Banking / Corporate experience is a plus
Experience of end-to-end Level 2 management and good overview of Production/Operations Management overall
Experience of supporting high availability, complex application, and infrastructure domains
ITIL / best practice service context
Good analytical and problem-solving skills
Ability to work in virtual teams and matrix structures
Working knowledge of change management, problem, and incident track tools (i.e., GSD, ServiceNow etc.)

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