Head of Resiliency - Enterprise Infrastructure

As the Head of Resiliency- Enterprise Infrastructure at HSBC, you will play a crucial role in leading the global first-line production support team to ensure high availability and reliability of technology infrastructure. Your responsibilities will include overseeing incident management processes, analyzing incident trends, and driving initiatives to improve service quality and resiliency strategy. Here is a detailed overview of your role: **Role Overview:** You will be responsible for leading service resilience & recovery for Enterprise Infrastructure globally, ensuring high availability & reliability of technology infrastructure. Your role will involve overseeing incident management processes, analyzing incident trends, and driving initiatives to improve service quality & resiliency strategy. **Key Responsibilities:** - Lead the global first-line production support team to ensure high availability & reliability of technology infrastructure. - Act as the primary escalation point for major incidents, coordinating recovery & communication across technical & business stakeholders. - Oversee and co-ordinate incident management processes, ensuring timely resolution & root cause analysis of critical issues. - Analyze incident trends, proactively identify issues & design & execute initiatives to improve service quality. - Prepare and present regular reports on incident metrics, system health & improvement initiatives to senior management. - Drive innovation including automation & self-healing solutions to improve customer experiences, streamline operations & reduce incidents. - Collaborate with global teams to standardize support processes & share best practices. **Qualifications Required:** - 15+ years of experience in Technology infrastructure support, with at least 3 years in a managerial or leadership role. - Proven expertise in incident management, Technology operations & technical problem solving. - Extensive experience of leading first-line / production support teams globally. - Exceptional communication & problem-solving skills to manage high-pressure situations effectively. - Technical understanding of servers (Linux / Windows), virtualization, database administration, middleware, WebSphere , Cloud & storage technologies. - ITIL certification or equivalent experience preferred. - Commercial experience including budget & resource management. - Customer-first mindset. Joining HSBC will provide you with the opportunity to make a significant impact in the banking and financial services industry. For more information, visit [HSBC Careers](www.hsbc.com/careers). Please note that personal data held by the Bank relating to employment applications will be used in accordance with the Privacy Statement available on the HSBC website.,