Senior Lead Production Support Analyst/Senior Consultant Specialist

Job Description

Job description

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

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 a Senior Consultant Specialist

In this role, you will:

- This role is required to have effective communication across stakeholders and it creates good opportunity to thrive in a matrix organization.
- Own and work with the pods to evolve production support processes across the pods. The processes should be configured to ensure efficiency, responsiveness, and high-quality business service. Ensure very high levels of Hygiene on ticket closures and process adherence.
- Work to reduce user queries through targeting initiatives at high-cost items to reduce burden. These may be a mixture of user training, improved documentation, additional functionality, self-service solutions etc.
- Work areas should be chosen based on analysis of user queries, and success measured by observing the reduction of burden on the team as a result of Service requests
- To provide coaching to Pods to ensure best in class quality of Post-Incident-reviews. Ensuring root causes are found and documented, actions are followed up and post-review work prioritised.
- Provide clean metrics and accurate reports to demonstrate adherence and Post-Incident-Reviews.
- To provide standards and coaching to ensure that FLASH reports are generated off the back of relevant incidents and that the language, style and detail in the communications is appropriate for the incident.
- To suggest and report on metrics which provide a measure of the production quality of our system. Such items may be: Uptime, SLA breaches, Processing Capacity Index, Responsiveness, Releases, Incidents & Service Requests. For all these metrics suggest, prioritise and drive through changes which demonstrate improvements in the metrics.
- Point of Contact for driving improvements in production and DevOps KPI's for suite of applications in Securities Services Tech
- Incident management across Securities Services Tech
- Incident communication and complete lifecycle management
- Communication forum with upstream, downstream engaging to resolution of issues
- Drive Reduction program (Weekly analysis of ticket and drive the plan for fix)

Requirements

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

- Engineering degree or University graduate degree preferably with a degree in IT or Finance.
- A minimum of 12 years of work experience in supporting / developing software applications
- Working experience on Production Support and Business Support
- ITIL Support
- Strong experience in Incident Management
- Should be willing for 24.7 support and working in HK/UK/US shift (Rotational shifts)

Secondary Skills:

- Domain knowledge of Securities Services / Investment Banking
- Ability to work with minimal supervision and to contribute to a larger team and a flexible approach to working hours and responsibilities
- Self-motivation, and a proven rapid learning capability in a changing environment are essential
- Drive and tenacity to ensure change is effectively implemented in a matrix environment
- Committed to personal and professional development
- Able to work independently, proactively and under pressure against multiple deadlines
- Delivery-focused with attention to detail and ensure tasks are completed on time and to the required level of quality.
- Proven ability to prioritise workload effectively in line with business priorities.
- Can Do attitude. Willing to turn a hand to whatever task is required.
- Delivery focused, strong sense in driving system solution with high performance orientation as well as service scalability are critical for this role
- Exposure of working on global project teams on Markets & Securities Services, securities/custody services, and/or fund administration is an added advantage.
- Ability to elicit business requirements, perform analysis and establish/recommend a solution architecture.
- Superior skills in technical consultation, breadth of knowledge of different technology stacks and communications skills
- Must have strong exposure in reviewing all types of Incidents and should have lead a Service Improvement Plan for repeat incidents.
- Should have participated in BCP and DR drills to ensure business continuity.
- Service monitoring on top-tier critical service, provide fast recovery to protect Mean Time To Recover (MTTR)
- Incident Management, Incident communication, Problem Management, Stakeholder management on production issues follow-up
- Good understanding of NoSQL/Non-relational databases, such as MongoDB, Cassandra, (GCP) Cloud Bigtable, Cloud Firestore
- Nice to have experience with data visualization tools, such as Tableau etc.
- Excellent verbal and written communications skills required in English other language

You'll achieve more when you join HSBC.

www.hsbc.com/careers

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

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