SERVICE OPERATIONS MANAGER / Associate Director

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 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 to fulfil their hopes and realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Associate Director, Software Engineering Key Responsibilities: Primarily responsible for managing operations and support for global Juniper WiFi infrastructure. Manage Juniper support team of up to 20 staff located across the HSBC Tech Centres globally. Work alongside and collaborate with existing internal and external support teams, Working as part of a global team of Service Operations managers, Support Incident Management on resolution of Wi-Fi service impacting incidents. Provide world class Wi-Fi Service to our business. Analysis Wi-Fi Incidents, review the data and working with internal teams to implement best practice. Reduce service outages and repeat failures. Work with the team to Reduce MTTR. Manage a global diverse team of engineers and vendors to provide support on a follow the Sun basis. Requirements Qualifications External To be successful in this role you should meet the following requirements Bachelor s degree in computer science engineering or related field 12+ years of experience in IT. Team management and people development experience. Strong Incident Management skills Technical Network background is required with strong Wi-Fi knowledge is desirable. Strong drive to improve the services we provide. Experience in developing strategy and process improvements in large, complex teams. Strong communication skills and be able to communicate at all levels within the business Experience of Working to ITIL / Agile Standards/Framework