Service Manager/Consultant Specialist

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 organizations 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.

Department – WPB

In this role, you will:

• Prioritising effort on supporting high priority Live Customer impacting incidents over ‘backlog items’.
• Working with global support/platform teams helping to coordinate service restoration and avoidance of outages.
• Supporting the team with the transition of services into live environments using the License to Operate (LTO) framework.
• Ensuring that Service Operability requirements are given appropriate focus throughout the development and operations lifecycle.
• Ensuring that the team is adequately resourced and trained to successfully support the Live service/s as per Business requirements.
• Working with the Product Owner to ensure that technical debt is addressed through prioritisation of the backlog/work stack items.
• Applying Service Management to ensure the service meets defined Service Level Agreements, operates within the agreed Service Management framework, IT capabilities and costs.
• Working collaboratively within the Global Service Management team to define, implement& operate a global standard Service Management model.
• Ensuring incidents & problems are effectively managed, responded to and accurately documented within reporting systems, and that implementation of corrective and/or preventative action is coordinated.
• Ensuring the team have the ability to support their own services in Live through completion of Non-Functional Requirements expectations
• Ensuring teams adhere to Incident, Problem and Change Management processes
• Ensuring retrospectives are conducted following high priority incidents and as required
• Attending the ‘Regular - Application Management – stand-up Meeting’ if called to discuss recent/live production incidents, and manage actions arising from the meeting through to completion.
• Attending ‘Change Review Board’ to discuss upcoming changes
• Contributing to the ITSO Forum to identify continual service improvement opportunities, share best practice and common issues
• Producing and publishing service operational metrics including SLA achievement e.g. Incident and Problem Management metrics as defined by the respective processes

To be successful in this role, you should meet the following requirements:

• Prior experience working in a DevOps environment
• Demonstrable experience in ITIL Operations / Service Management
• Experience of working in agile, lean and cloud environments
• Strong stakeholder management, including working with external third parties
• Strong Web based application development and production support / service recovery experience (preferably in banking / financial domain)
• Good understanding of APM tools e.g. Splunk, AppDynamics
• Able to make trusted and unbiased judgements
• Excellent analytical, problem solving and decision making skills.
• Strong management ability, motivating IT employees
• Strong ability to communicate effectively at both technical and managerial levels
• Ability to work in fast moving, highly demanding digital service environment

Link to Candidate User Guide: India HTC - IND HSDI : IJP candidate user guide (service-now.com)

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. 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.

Issued by – HSBC Software Development India