Production Support Specialist

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 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 Consultant Specialist.

We are currently seeking an experienced professional to join our team in the role of Production Support Specialist in Global Reconciliations. The role requirement is working in Production and support services for Global Reconditions having multiple TLM and reconciliation instances, huge infrastructure estate and global business spread across 40+ countries. This is an individual contributor role, working with Production Support Manager on overall production Stability, owning Production Infrastructure and all related activities. Global Production Support team's responsibility is to keep the Production stable, answer business queries, failures / incidents in production.

Please note - the role requires working in UK shift (1PM to 9:30PM IST).

In this role, you will:

Be responsible for Production Stability as priority

• Work closely with Global Production Support and development team for Global Reconditions spread across India, China, and Canada
• Make sure follow-the-sun model is setup and effectively running; own with the implementation of service management strategy and support model globally
• Owner and point of contact for driving improvements in production and Production KPI's for suite of applications in Global Recs IT
• Drive Incident management - minimize service disruption by driving timely resolution of incidents.
• Problem management - Ensure a proactive stance to post-incident review and problem follow-up / PR from PIR and frequent failures
• Actively take ownership of daily activities of production to ensure timely and effective reporting, tracking, follow-up, and communication of incidents
• Work closely with Business Support and leads to set-up consistent monitoring, communications, and day to day operations

Be responsible for Communications across Production services
- Own all the communication on Production with business along with PSM and all related internal / external teams / stakeholders
- Responsible for all regions 'State of the Nation' Daily report detailing Incidents across the Global Recs technology estate.
- Participate in cross Global Business / Global Function (GB/GF) Communities of Practice (CoP) meetings to help influence key decisions made at a group level.
- Represent Recs, Fees and Billing in multiple MSS and regional Meetings, Service Resilience working groups and Service Management forums.

Be responsible and own Efficiency Gains / Service Reliability
- Continually improving the operating environment for production, focusing on reducing toil, improving automation across MSSOT, using data.
- Understand all changes in the wider context of the business lines/ areas we support and those on which the portfolio has an impact, including Regulatory, Transformation and Data Management projects.
- Drive consistent monitoring and alerting through all Recs applications.
- Drive / Provide support in identification and resolution of all incidents associated with the IT service, partnering with the Engineering Centre Heads and Service Management Leads
- Drive / Develop and/or improve monitoring tools and lead automation initiatives across the department as per the Site Reliability Engineering (SRE) principles. Primarily responsible as the production practice lead for Global Recs IT but should be flexible to extend scope across Intellimatch and Fees and Billing as and when required.
- Ensure service resilience, service sustainability and recovery time objectives are met for all the software solutions delivered.
- Should be able to identify the blockers/impediments that slowing the PDPTPPY and help PODs/Delivery teams to remediate the blockers with the help of engineering team.

Requirements

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

• Strong knowledge of service management and support methodologies and reporting
• Experience on SmartStream suite of tools and any other reconciliation platform to implement end to end delivery of reconciliations
• Hands on experience on reconciliation platforms like - TLM, DUCO - TLM Premium, TLM control, TLM Recon Admin, TLM Design Studio, TLM smart Studio, TLM Web Connect, TLM CT Tool & TLM Smart Schema TLM v2.7, Intellimatch - this will be a big advantage to the role.
• Experience in support of management information and technologies, with multiple teams, vendors, interfaces, and stakeholders involved.
• Experience with implementing monitoring, alerting and familiarity with automation involving e.g., Grafana dashboards, splunk, ELK etc.
• Exposure and good hands-on on to Oracle PL/SQL and an understanding of relational databases; strong experience in SQL query writing, good to have hands-on on ANSI SQL
• UNIX experience including script generation.
• Good understanding of infrastructure for Unix, Windows, WAS
• Ability to direct and influence people in a matrix-orientated environment and establish working partnerships at a junior and senior organizational level.
• Proven experience of positive, challenging interactions with Senior Executives across the business
• Good communication and interpersonal skills, with the ability to tailor approach to different levels of stakeholders; proven skills to lead teams and motivate others to achieve objectives.
• Ability to respond to questions / points of clarification from application suppliers, test teams and business in respect of the functionality being delivered.
• Demonstrable experience in the areas described above in a medium to large software delivery environment
• Good problem-solving skills

Additional skills / good to have
- Any DevOps tooling experience, CI/CD pipeline, automation, Python, Java (Sprint framework) would be an added advantage.

Non-technical / General:
- Previous experience in Banking and Finance domain and reconciliations
- Good relationship management, collaboration and influencing skills.
- Strong communication skills - experience of interfacing with IT Lead/Delivery Manager, Architect, business Product Owners and IT offshore teams

Interpersonal Skills
- Ability to deal with frequent changes, decision making and critical thinking
- Ability to work with Global stakeholders, vendors
- Must be able to work independently with minimum guidance
- Model - Strive to be Role Model for the peers

You'll achieve more when you join HSBC.

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Issued by – HSBC Software Development India