Production Support Manager/Senior Consultant Specialist

Job Description

Some careers shine brighter than others. If you re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations 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 a Senior Consultant Specialist In this role, you will: Manage and lead the production support team to ensure timely resolution of incidents and service requests. Monitor system performance, identify issues, and implement proactive measures to prevent outages. Coordinate root cause analysis (RCA) for critical incidents and drive permanent fixes. Develop and enforce SLAs, KPIs, and operational standards. Collaborate with development, QA, and infrastructure teams for system improvements and deployments. Maintain and improve incident management, change management, and escalation processes. Provide regular updates and reports to stakeholders on system health and incident trends. Requirements To be successful in this role, you should meet the following requirements: Strong knowledge of ITIL processes (incident, problem, and change management). Experience with monitoring tools (e. g. , Splunk, AppDynamics, or Nagios) and ticketing systems (e. g ServiceNow or Jira). Ticketing and Workflow Tools: Proficiency in tools like ServiceNow, Jira, or Remedy for incident tracking and workflow management. Ticketing and Workflow Tools: Proficiency in tools like ServiceNow, Jira, or Remedy for incident tracking and workflow management. Proficiency in troubleshooting production systems, databases, and application servers. Familiarity with scripting (e. g. , Python, Shell) and automation tools. Excellent leadership, communication, and stakeholder management skills. Ability to work under pressure and manage multiple priorities. Experience in cloud environments (e. g. GCP) is a plus