Sr. Associate Director, Service Management

Job description

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 organizations 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 realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Associate Director, Service Management

In this role you will:

• Leading incident and problem management processes for business-critical, customer-facing systems.
• Building and deploying monitoring, alerting, and observability frameworks across all layers of the custom stack (application, API, DB, network).
• Driving automation-first operations, including infrastructure as code, CI/CD pipelines, and self-healing mechanisms to eliminate toil and manual interventions.
• Supporting high-throughput, low-latency systems that serve high volume of transactions daily, with an eye on capacity planning, performance optimization, and security.
• Collaborating with Cybersecurity, Risk, and Compliance to ensure the custom platform aligns with regulatory requirements, especially around customer data protection, uptime commitments, and operational resilience.
• Serving as a technical thought leader and mentor to DevOps engineers, while advocating for a culture of ownership, root cause thinking, and continuous improvement.
• Work with architecture and platform teams to influence design for reliability and performance.
• Implement proactive monitoring, alerting, and self-healing mechanisms.
• Conduct Root Cause Analysis (RCA) and drive long-term fixes to reduce incident recurrence.
• Drive automation of operational tasks and manual processes using tools like Ansible, G3, etc.
• Manage CI/CD pipelines and ensure seamless deployment of code with minimal downtime.
• Lead incident response efforts, ensure timely resolution, and manage postmortem processes
• Collaborate with ITSO (IT Service Owner), SQM (Service Quality Management), and application teams to improve service uptime and customer experience.
• Forecast system capacity and ensure scalability to meet future growth.
• Embed agile IT Service Management disciplines into the day-to-day activities of the cross functional teams and own responsibilities for the services delivered.
• Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging and alerting for both production and non-production environments.
• Communicating with various Business & IT teams.
• Exhibit Flexibility to work in shifts and provide on-call support.
• Adherence to SLAs & service delivery procedures defined by ITIL framework.
• Ability to work to successfully deliver services to agreed levels in a diverse and constantly changing environment.
• Effectively deliver services involving elements delivered by other internal/external teams.

Requirements

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

• Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
• Fantastic experience with ALM tooling such as App Dynamics, Open Telemetry, Splunk, JIRA and Confluence
• A proven track-record of developing and delivering service improvements.
• Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management
• Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g. Jira Service Desk, etc.
• A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential
• Relevant product knowledge including knowledge of Internet Banking, Mobile Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
• Role relevant qualifications, Certified Agile Service Manager (preferable), ITIL, Service Management qualifications are desirable but not essential
• Past working experience in a relevant role, i.e. Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
• Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
• Strong decision maker and proactive self-starter
• Proven analytical skills & ability to deal with complex & technical data
• Proven ability to work in globally distributed, multi-site teams and processes
• Demonstrated ability to work effectively with stakeholders
• Knowledge of IT components like IBM WAS, IBM HTTP server / web server Load Balancers, Middleware messaging etc.
• Engaging all relevant stakeholder's visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness etc.
• Planning and project management skills.
• Ability to work independently with limited supervision.
• Communication - Ability to present complex issues confidently and concisely to Technology and DBS Senior Executives and other key stakeholders using non-technical easily understood language.
• Make considered decisions that protect and enhance HSBC values, reputation and business.
• Degree in information security, computer science or computer engineering qualifications desirable.

You'll achieve more when you join HSBC.

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