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We are currently seeking an experienced professional to join our team in the role of Sr. Associate Director, Service Management Specialist.

Business: IWPB Technology

Job ID43023

Principal responsibilities

• Coordinate with relevant stakeholders from the Value Streams and across GBGF partners to ensure quick and effective incident triage, investigation and mitigation.
• Oversee the end-to-end IT incident management process, ensuring timely identification, escalation, and resolution of incidents.
• Define and promote the right use of observability tooling to monitor service healthiness, alert promptly with accurate and informative information and drive teams to define up-to-date runbook for incident resolution.
• Collaborate with VS tech teams to facilitate accurate and timely incident communication.
• Ensure effective collaboration with relevant stakeholders during incident period and problem resolution.
• Active participation in post-incident reviews to identify root causes, lessons learned, and areas of improvement.
• Carry out analysis on identifying thematic issues. Coordinate with IWPB Global Problem Management team to carry out SIP when required.
• Implement proactive measures to ensure the resilience and reliability of IWPB services, including incident preparation validation and regular incident rehearsal.

Knowledge & Experience/Qualifications

• Proven experience in IT service management, leading incident resolution with a track record of driving successful service resilience uplift.
• Deep commitment on responding to IT incident escalation in timely manner and leading the problem resolution for resuming IT services with the sense of urgency.
• Strong problem-solving skills to address technical issues and incidents across a complex environment across IT systems and teams effectively for efficient IT service recovery.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent verbal and written communication, interpersonal, and stakeholder management skills, with the ability to influence stakeholders at all levels.
• Analytical mindset with the ability to leverage data to drive decision-making and continuous improvement.
• Equipped with SRE knowledge, resilience engineering and observability tooling skillsets to monitor service healthiness, alert promptly in advance of issues and excel in troubleshooting technical problems possessing with the required engineering knowledge.

/WX/LP

About HSBC Technology China

We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems.

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HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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***Issued By HSBC Software Development (GuangDong) Limited***