Job Description:

The Opportunity: (Brief Overview of the Role)

1. The role is responsible for working end-to-end with DevOps teams and carrying out relevant activities across all of Data Analytics systems per the prescribed HSBC standards. Ensure high quality deliverables on both development and service improvement areas.

2. Identify & implement automation opportunities of the DevOps processes. Work closely with the Engineering / product teams and service management teams to bring technical improvements and process efficiencies in production processes.

3. Ensuring right processes and controls in place to ensure smooth running of production systems, ensuring service SLAs are met to provide quality service to consumers. Lead the technical and business discussions to derive Service and Operational Level Agreements.

4. Take ownership to provide timely and accurate guidance and recommendations to consumable data asset clients to help them manage their business effectively. Work with various regions - bring about collaboration among regions, ensure smooth working to bring about effective 24 X 7 support of various application with varying risk and impact levels.

5. Monitor and report on all aspects of Production processing (Incidents, Problems, Service Level indicators etc.), building and using automated dashboards. Work in collaboration with central service resilience teams to bring improvements in own PODs. Drive the adoption of global initiatives and implement best practices within the team to ensure a globally consistent, compliant, and locally competitive model within the team.

6. Ensure adherence to different demanding SLAs. Work with engineering teams to improve response times to business, improve system performance, fix repeated incidents etc.

7. Lead the global team on technical fixes, improvements, and mentor other junior members to ensure knowledge is shared and upskill the team to effectively handle and improve production processes.

In this role, you will: (Principal responsibilities)

The role holder is expected to carry out the below (not an exhaustive list):

• Drive the business value outcomes through deliverables from the PODs and Own and manage Incidents, Problem records and Change management, per HSBC ITIL standards.
• Work with engineering to improve the alerting and monitoring mechanism for early detection of incidents.
• Ensure that crisis is managed well with periodic updates to business and stakeholders. Understanding changing stakeholder expectations and fulfill them.
• Work closely with the Engineering / product team to ensure automation of the Production processes. Promote Site Reliability Engineering culture.
• Leadership skills needed to lead technical improvements in the systems, negotiation with the stakeholders for bringing the best business demand outcomes. Bring effective collaboration among various IT teams for superior production performance.
• Develop, implement, and oversee quality control framework designed to ensure continuous delivery of IT services, including responsiveness, reliability, and system functionality.
• Perform regular IT service quality evaluations, gather business feedback, and implement necessary changes to enhance user experience.
• Communicate effectively with various Business & IT teams. Collaborate effectively with global members to achieve desired outcomes.
• Collaborate with Value Stream service quality managers to promptly resolve any IT issues that may impact business satisfaction.
• Ensure that crisis is managed well with periodic updates to business and stakeholders. Understanding changing stakeholder expectations and fulfill them.
• Handling and improving Batch monitoring, issue resolution and Service requests. Improve the alerting and monitoring mechanism for early detection of incidents.
• Keep up-to-date with business needs to continuously improve service quality.

To be successful in this role, you should meet the following requirements: (Must have Requirements)

• 7-8+ years of overall IT experience with Knowledge or experience in project management is desirable.
• Ability to work with senior stakeholders and various global technical and business parties and drive all the technical and business discussions. Ability to multi-task, prioritize and work independently within a diverse team environment.
• Ability to manage crisis and to make good and timely decisions in tough situations. Strong judgmental skills to identify and resolve problems whilst maintaining service performance, time scales and quality of output.
• Strong leadership, influencing and negotiation, communication and interpersonal skills with a willingness to lead, inspire, and encourage a team.
• A strategic thinker with strong problem-solving skills, a proactive approach, and a customer-focused mindset.

The successful candidate will also meet the following requirements: (Good to have Requirements)

• Fluent in English communication, Excellent communication (written and verbal) and presentation skills with good command of written and spoken English.
• Able to demonstrate successfully handling of global stakeholders.
• Experience in leading large, complex applications in data technologies. Experience in managing teams across multiple Jurisdictions.
• Bachelor of Engineering preferred.
• Hands-on experience and sound understanding of HSBC and ITIL, processes and standards. ITIL Foundation certification preferred.
• Knowledge and understanding of Banking domain and IT Infrastructure is preferred.
• Hands-on experience and sound understanding of HSBC and ITIL, processes and standards.
• Knowledge and understanding of Banking domain and IT Infrastructure is preferred.
• About 8-10+ years of IT experience with Big Data, Hadoop, Spark, Scala as primary skill set. Sound knowledge on Juniper, Airflow and Control-M scheduling tools.
• Expertise in IT service Quality management systems and methodologies.