Service Management Specialist

2 days ago

Pune, Maharashtra, India beBeeServiceManagement Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Service Management Specialist

HSBC is seeking an experienced professional to join our team as a Service Management Specialist. This role will involve ensuring timely resolution of incidents and service requests, monitoring system performance, and implementing proactive measures to prevent outages.

Key Responsibilities:

  • Ensure timely resolution of incidents and service requests
  • Monitor system performance, identify issues, and implement proactive measures to prevent outages
  • Coordinate root cause analysis for critical incidents and drive permanent fixes
  • Develop and enforce SLAs, KPIs, and operational standards
  • Collaborate with development, QA, and infrastructure teams for system improvements and deployments
  • Maintain and improve incident management, change management, event management, problem management, and escalation processes
  • Provide regular updates and reports to stakeholders on system health and incident trends

Requirements:

  • At least 5+ years of experience in service management/application support
  • Strong knowledge of ITIL processes (incident, problem, and change management)
  • Experience with monitoring tools (e.g., Splunk, AppDynamics, or Nagios) and ticketing systems (e.g., ServiceNow or Jira)
  • Ticketing and workflow tools proficiency (ServiceNow, Jira, or Remedy for incident tracking and workflow management)
  • Ability to pick up on new things and investigate issues
  • Good understanding of Linux and Windows platforms with hands-on experience in solving app/infrastructure issues
  • Experience of Power Platform, Dynamics CRM, Azure Cloud, Service Management
  • Bachelor's degree in Computer Science or related field

Benefits:

  • Opportunity to work with a global team across time zones
  • Chance to develop skills and expertise in service management and ITIL
  • Collaborative and dynamic work environment
  • Professional growth and development opportunities

Others:

  • 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.

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