Senior Consultant Specialist/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 Senior Consultant Specialist

In this role, you will:

- The SCS is responsible for the provision and/or 2nd/3rd line design / support of services on a national or international Contact Center Platforms utilizing network technology equipment. This can include both the development of new functions and facilities and the on-going systems support of live systems.
- This may involve working as a Lead technical specialist on support activities involved in planning, research, evaluation and design of Contact Centre infrastructure.

Impact on the Business/Function
- Meets expectations of internal customers through delivery of high quality incident resolutions, meeting their needs and demonstrating the added value of service provided.
- Meets quality targets as assigned by IT Operations Management for Change, Service Levels and Problem Resolution times
- Identify and improve efficiency and potential improvements of Contact Centre environment
- Communicating effectively with key business users during incident resolution
- Participate in the testing/piloting of new services/hardware
- Guide Team members and plan training activities for Knowledge upgrade of the team
- Work on incident reductions which is high priority of the organization at this moment and ensure that MTTRs are within SLAs

Customers / Stakeholders
- To ensure that the business’ IT needs are understood and that services are tailored to meet their requirements, and also to ensure that users are fully aware of the services available and receive maximum benefit from them.
- Be involved in and participate in Customer Engagement processes
- Identify, monitor, drive and track service improvements creating & managing a culture of continuous improvements

Leadership & Teamwork
- Work effectively as part of a team to drive Infrastructure deliverables and Infrastructure Support requirements.
- Work as part of a wider team undertaking delivery of small projects and BAU requests conforming to project management standards, guidelines and techniques.
- Managing small project implementations & Support activities and general business moves and changes.
- Pro-actively managing the overall service delivery to meet internal targets
- Offer support in taking responsibility for shift, holiday, sickness for their staff, identify resource gaps and action correction.
- Ensure that actions from Team meetings are communicated and followed through to completion
- Increase individual mentoring to those that are in need of direction in their role
- Collaboration and contribution to team objectives
- To keep line management aware of any developing IT or other issues.

Operational Effectiveness & Control:

- Ensure compliance and be able to demonstrate adherence to internal controls, Telecoms Group Standards and Information Security Secondary Standards.
- Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other IT OPERATIONS service lines to resolve or escalate incidents/service requests. Providing excellent customer support.
- Ensure that Network documentation is regularly maintained and used when required.
- Ensuring that standard ITIL processes are followed correctly and appropriately, e.g. Problem Management, Incident Management, Release Management, Change Management and Configuration Management. Implement ITIL best practice where applicable.
- Liaison with other IT OPERATIONS and HSBC Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable.
- Have the ability to influence peer groups including the use of high quality negotiation skills
- Work closely with local, Regional, Global and GR teams to increase the efficiency and quality of Network processes and procedures.

Management of Risk
- The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of