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Service Management/Senior Consultant Specialist/Pune/Wealth

3 months ago

Pune, Maharashtra, India HSBC Full time

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 Senior Consultant Specialist.

In this role, you will:

Ensuring 24/7 availability of critical enterprise applications Working with Digital, Non-Digital teams and third parties to assist with the identification, classification and prioritisation of Production Incidents. Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned and tracked to meet SLA. Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives. Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked. Overseeing complex problem cases and associated actions to ensure teams are progressing and always collaborating. Ensuring that problem resolutions are implemented through the appropriate change management policy. Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams. Validate that problems have been documented correctly and contain accurate information. Quality check outage records to ensure that impact has been recorded accurately. Producing regular and adhoc problem and incident management reports ensuring that the information is delivered within the agreed timescales. Input to the Service Improvement Initiatives, Major Incident Reviews and any adhoc Incident Retrospectives. Oversee control item (patching, security vulnerability etc.) remediation for your services. Ensure all technical and non-technical documentation is up to date. Design, Author and Contribute to management reports. Drive Technology modernization initiatives Conduct Release Readiness reviews and Milestone Reviews Requirements

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

Experience as an IT incident manager or IT service manager. At least 10 years' relevant experience. Excellent problem-solving skills and an ability to collaborate with technical teams. Expert knowledge of ITIL. ITIL certification preferred. Experience of working in Agile and knowledge of DevOps. Produce Deployment, Run Books and Implementation Plans. Experience of service desk tools (Jira Service Desk, Global Service Desk, ServiceNow). Good understanding of ITSM processes. Skilled in multi-tasking and self-managing a diverse workload. Participate in CAB meetings to discuss release scope and/or roadblocks. Excellent written and verbal communication skills. Experience in application monitoring using AppDynamics/Splunk. Proficient in Problem Management approaches , Pareto analysis, Ishikawa diagrams, brainstorming etc. Willing to be on-call to help provide impact information for the services.