Systems Administrator/cto

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 Systems Administrator

In this role, you will:

- Role Purpose
- To lead a team that provides IT Service desk support to users and business partners.
- To acquire a broad understanding of the process assigned, actively monitor queues, allocate work, handle escalations, manage customer expectations and plan staffing to meet business requirements.
- Hold a clear understanding of the process PLAs and ensure that they are met.
- Be able to understand, produce, analyze and interpret MIs.
- Lead a cohesive team and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to.
- Regularly conduct performance reviews and 1x1s for the team; efficiently coach the team.
- Ensure that all the documentation related to the employees is maintained up to date in their personal files.
- Strictly follow the standing instructions provided by the manager and complete them in a timely manner.
- Ensure compliance with audit requirements by performing audit checks in line with the process requirement
- Standardization - Work towards making the shared queues truly ‘Global’ by enforcing common operating models for all the regions supported on the Global Helpdesk. Tasks to be put through automation and straight through processing wherever possible.
- GSD R12 and Knowledge Usage - Achieve consistency in GSD call logging by ensuring that the analysts adhere to the guidelines. Improve the Knowledge Base utilization. Encourage analysts to feedback on challenges, improvement required with GSD and KB.
- Operational & Functional Reporting - prepare daily reports like SOD, EOD, Daily Productivity etc along with collating MIs and individual performance reports for the process and team. This also includes any additional reports assigned by the manager.
- Supervision - ensure that work is equally distributed and PLAs are met on a daily basis; handle escalations, manage leaves for self and team, ensure that attrition is within acceptable limits, identify and train a successor for self. Ensure that the quality checks are performed as per the agreed parameters in the PLA; Identify & facilitate staff for cross training.
- Relationship Management - Work with the Service Delivery Manager to coordinate the regional requirements and act as a Relationship Manager for the region(s) supported. Optimizing existing business processes within the regions and implementing tangible improvements with benefits and tracking thereof
- Coaching & Review - Conduct monthly 1x1s, PDP and deliver feedback and coach the team as necessary;
- Team work - Interact with peers, people from other support areas, business partners; work towards improving team bonding; Regularly conduct Daily Devotionals/Weekly/Monthly Meetings;
- Audit Adherence - Ensure that the team and self-adhere to the audit requirements; Initiate and support initiatives from the team to improve services, add value or reduce cost in line with business goals.
- Major Challenges
- Spearhead/assist at least 1 process improvement per Quarter.
- Meet project deadlines for migrations / BAU dates.
- Review, revise and recommend revisions to PLA documents. Ensure PLA is fully understood by the Level 8 and Level 7.
- Proactively identify and help during crisis & outages.
- Build an IT Operations website that assists in communicating our structure, services, goals and philosophy.
- Role Context
- Ensure adherence to process standards of incident logging and using knowledge base.
- Work towards improving customer satisfaction levels.
- Capacity planning and generation of MI across the section for business and GSC management.
- Work with business partners to ensure onshore benefits realized
- Timely collection and collation of management information.
- Motivating and developing team members by nominating them for the various workshops available.
- Ensure that staff assessments are performed twice yearly, staff has learning tools available, development plans are in place, appropriate retention is planned, succession planning for self and other positions is in place, recruitment is in line with HR procedures and attrition is within acceptable limits.
- Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)
- Demonstrate le