ITSM Manager

Secondary Skills :
Knowledge of Aws/GCP/Azure would be an added advantage.
Any experience of development work using ServiceNow, JAVA, SQL or REST APIs will be added advantage.

JD :

• Support Service Continuity NFRs (Non Functional Requirement) as part of service onboarding process.
• Manage complex project scenarios and first level escalations.Conduct governance checks for ACTIVE services of multiple regions.
• Lead IBMi Data Centre Loss Role swap co-ordination for multiple regions.
• Support PMs & IT Service Owners of all major regions Globally (Europe, North America, Canada, APAC) across multiple lines of business within HSBC on service resilience (continuity) queries.
• Chair meetings with PMs/ITSOs/Project Teams in relation to NFR process and procedures.Understand and execute Service Resilience policies and procedures in accordance to FIM requirements.Adhere to teams operating model and deliver as per delivery quality parameters of the team.
• Participate in UAT testing for changes in Scott system.
• Propose and lead ideas for process improvement and/or automation.
• Collaboratively work with India and other regional team members.

Essential Experience

• Excellent Verbal and written communication skills
• Must be able to confidently hold discussions with managers without getting pressurized.Willing to work in rotational shifts (Night shifts are generally not exceeding one week per month)
• Have analytical and self-driven approachA good team player with the ability to work under pressure
• Flexible enough to stretch self as per work requirementITIL Foundation certifiedPrior experience of working in Service Resilience (Continuity) area would be an added advantage
• Prior experience of working in large organization with infrastructure in all major global regions would be an added advantage
• Knowledge of Aws/GCP/Azure would be an added advantage.
• Any experience of development work using ServiceNow, JAVA, SQL or REST APIs will be added advantage.