Delivery Manager

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 Associate Director, Software Engineering Specialist

Key Responsibilities:

• Be responsible for managing and leading a diverse team of professionals to deliver infrastructure patching at pace for the Managed File Transfer (MFT) and Control-M platform's critical services to remain complaint with patching & cryptographic controls and co-lead a 24x7 production support team for overseeing the operations, support, stability and performance of MFT platforms ensuring high availability and minimal service disruption.
• Oversee monthly and emergency patch cycles, ensuring compliance with organizational policies and regulatory requirements, address critical vulnerabilities (CVEs) and remediation timelines based on threat intelligence and risk assessments.
• Manage incidents, drive root cause analysis and problem management activities, ensuring corrective actions are implemented to drive permanent resolutions.
• Act as escalation point for high-severity incidents, coordinating resolution across infrastructure, network, security, and application teams.
• Drive service recovery during crisis / lead crisis calls and educate the team on the required etiquette while working through MIRs and PIRs.
• Ensure compliance with IT policies, security standards, and audit requirements. Maintain clear documentation of patching/support procedures, schedules, and change control records.
• Provide regular reporting on operational metrics, capacity, incident trends, and improvement initiatives. Work flexibly (including out of core business hours) depending on business requirement.
• Manage relationships with vendors (technology / resource) ensuring timely updates and issue resolution

Requirements

Qualifications – External

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

• Bachelor's degree in computer science engineering or related field.
• 12+ years of experience in IT operations / production support / patch management. 3+ years of leadership experience managing or leading delivery/support teams in a mission-critical environment.
• Strategic thinking / planning and ensuring alignment with organizational objectives. Ability to drive process improvements and innovation. Able to work with high level of autonomy, make decisions independently and provide direction to the function.
• Strong leadership and team management skills (including people / performance management) with a proven track record of leading high-performing geographically dispersed teams.
• Service delivery, including incident & problem management and escalations, service improvement, reporting and trend analysis. Strong knowledge of ITSM (Incident, Problem & Change) process and tools.
• Conduct root cause analysis for major incidents and ensure follow-up actions are completed and define processes to prevent recurring issues.
• Excellent communication and interpersonal skills including the ability to work effectively with technical and non-technical staff. Highly skilled in complex problem solving, critical thinking, applying judgement, building consensus, and decision making.
• A strong level of IT literacy, including a broad knowledge of IT infrastructure (operating systems, databases, networking, security).
• Desirable - Understanding of MFT Products like Sterling Integrator / Sterling File Gateway, Connect:Direct etc. and Workload Automation e.g. Control-M. Strong knowledge of file transfer protocols (SFTP, FTPS, AS2, HTTPS, etc.) and encryption standards (PGP, TLS).

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.