Production Support Lead/ Senior Consultant 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 Senior Consultant Specialist.

In this role, you will:

• Primarily responsibility as the production practices management for the Application Team in Pune.
• Service management for the Finance value stream, however, is subject to change
• Lead the implementation of service management practices across all pods within the application Team and ensure adherence.
• Implementation change in various control process across service process to ensure service quality and compliance
• Manage communications with stakeholders in IT, business, within and outside of the asset class of various incidents
• Producing regular reports to relevant Business and IT stakeholders
• Provide support on identification of incidents to IT teams by partnering with the Engineering teams and Service Management Leads till resolution
• Working with stakeholders to ensure that negative customer and business impacts are avoided
• Manage stakeholder expectations and ensure that robust communication and escalation mechanisms are in place
• Appreciation of existing data privacy issues, ensuring solutions adhere to data regulations and controls
• Ensure adherence of best practices of service management delivery standards across the pods, with risks, issues and dependencies correctly defined and managed
• Role requires a self-starter with strong service management skills who can manage challenges of supporting complex environments
• Strong service management, data and technical analysis skills, and the ability to manage multiple priorities
• A clear communicator with strong interpersonal skills who can manage stakeholders in a complex matrix organisation
• Ensure methodologies are aligned to the organisations IT strategic vision, demonstrating a continual desire to implement strategic or optimal solutions, and where possible, avoid workarounds or short-term tactical solutions

Requirements

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

• Service management experience, which include communications capabilities, decision making and problem-solving skills and interpersonal skills
• Extensive experience in support of management information and technologies, with multiple teams, vendors, interfaces and stakeholders involved
• Understanding of hybrid technology stack.
• Strong knowledge of service management tool Service Now
• Experience with implementing monitoring, alerting and familiarity with automation involving e.g. grafana dashboards, splunk, ELK etc.
• Experience in Agile Project methodologies and tools such as JIRA and Confluence
• Knowledge of and experience using data models and data dictionaries in a Banking and Financial Markets context
• Ability to communicate with people in a matrix-orientated environment and in a multi-programme environment across a range of stakeholders
• Proven experience of positive, challenging interactions with Senior Executives across the business
• Outstanding relationship management, collaboration and influencing skills
• Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels across the Group
• Detail orientated with the proven ability to articulate complex issues concisely and in simple language to recognise to the global remit of this role
• Ability to articulate or translate complex information through clear and meaningful written and spoken communication in a structured way
• Willingness to learn, strong initiative, ability to work both independently and as part of a team, and flexibility with regard to the assignment of tasks and scheduling essential
• Strong customer focus and commitment to delivery
• Effective knowledge of techniques for planning, monitoring and controlling programmes
• Strong knowledge of service management and support methodologies and reporting
• Strong knowledge of evolving challenges with managing and sharing data

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