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 coordinating recovery and communication during major incidents, overseeing incident management processes, and driving initiatives to continuously improve service quality and resiliency strategy. You will also analyze incident trends, prepare regular reports for senior management, and collaborate with global teams to standardize support processes and share best practices. 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 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 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 - Strong understanding of technology infrastructure & relationship with consuming applications & services - Technical understanding of servers (Linux / Windows), virtualization, database administration, middleware, WebSphere, Cloud & storage technologies - Expert relationship management & ability to influence a diverse range of senior stakeholders - ITIL certification or equivalent experience preferred - Commercial experience including budget & resource management Join HSBC and be part of a global organization that values innovation, collaboration, and continuous improvement. Visit www.hsbc.com/careers to explore opportunities that will help you fulfill your potential. 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.,