Service Management/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 Consultant Specialist In this role, you will: The role requires active participation and contribution in Incident investigation, service recovery management in crisis calls and communication with various stakeholders System monitoring and responding to any system alerts. Follow escalation procedures for critical incidents. Represent as service recovery manager to engage and drive different parties in solving the incident. Report to stakeholders on service impact and recovery plan. And participate in post incident review. Develop knowledge base on exception handling , system runbook etc. to shorten resolution time in incident management and service recovery. Producing DevOps and Service Management metrics and reports Actively engage in continuous improvement objectives defined by the IT Service Management managers. Reviewing changes and participation in Internal Change Reviews. Take ownership of assigned tasks and execute them as per agreed timelines and with minimal supervision. Requirements To be successful in this role, you should meet the following requirements: Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management. Experience with ALM tooling such as App Dynamics and Splunk. A proven track-record of developing and delivering service improvements. Proven and extensive experience of service management application production support with knowledge of service recovery, incident and problem management Experience using service management, service monitoring, knowledge management, communication and workflow tools e. g. Jira Service Desk. A flexible committed approach, a willingness to work outside of core hours. Domain knowledge of IWPB products and journeys is desirable but not essential. Strong communication and interpersonal skills