Service Management Incident

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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  
Service Management Incident

Role Purpose:

The Service Management Incident reports to the Country Head of Mexico Production Engineering and Americas Regional. It will lead the L1/L2 Production Engineering teams in Mexico aligned to International Payments. Likewise the role is accountable for the production availability and stability of critical payment platforms

Main Activities:

• Lead by example with a high technical competency

• Provide Thought Leadership to drive a transformation vision to reality, and get the organisation closer to a Site Reliability Engineering type model that is Global, Modern, Service–Orientated, and Engineering Driven
• Act as a change agent to drive cultural and mind-set shifts in resistant teams and individuals
• Drive improvements to our Monitoring & Alerting, Incident Management, Capacity Management
• Drive the reduction of Toil and increase Automation
• Ensure a reliable and tested resiliency position across the application and infrastructure stack
• Have regional accountability for the technology spend around the support of applications and infrastructure
• Be measured against key performance metrics for their teams
• Maintain partnerships with key stakeholders, including, but not limited to Risk, Change Delivery, Supplied Management, IT to support service and product development initiatives
• Maintain strong influence over partners to ensure continued stability across the critical payments infrastructure
• Influence and drive improvement of the software development practice across the CTB teams that build features for production
• Lead the Infrastructure Engineering organisation
• Demonstrable technical pedigree
• Should lead by example, comfortable to be hands on when needed
• Technically progressive with exposure to cloud, containerisation, automation
• Proven team building & coaching skills
• Fostering an engineering meritocracy, skills driven
• Provide for overall Technical leadership and delivery
• Deliver change and innovate to increase value for the business
• Manage, preserve, maintain and improve the resiliency of our Infrastructure
• Continuously strive to improve the payments infrastructure experience
• Enabling/empowering our people – having the right people in the right places, equipped with the right skills and tools for the future
• Expected to drive cost optimisation initiatives in Run the Bank (RTB) costs, reduction in TOIL and help in automation, and identifying organisation efficiencies
• Ensure approved project portfolio infrastructure elements are delivered on time and quality
• Ensure efficient and effective operation of all infrastructure and service management related processes for GPS technology
• Ensure Standards Compliance and Regulatory requirements are adhered to as part of all solutions and services delivered.
• Ensure infrastructure solution designs conform with IT Strategy and Product Management Standards
• Ensure the goals and strategy of GPS technology are reflected in the Infrastructure and Service Management related strategies and policies.
• Drive improvements in Service Quality.
• Support change portfolio definition and planning.
• Collaborate with stakeholders at all levels and negotiate fluently to influence strategy direction, budget and goals that deliver maximum business benefits. 
• Grasp opportunities to influence group change initiatives; collaborate with stakeholders to infuse portfolio plans with ideas generated
• Continually improve monitoring performance and identifying solutions and work to resolution for any issues

Qualifications Required:

Mandatory:

• Ability to independently manage relationships with business stakeholders, including irate stakeholders in times of trouble
• Ability to organise and manage in a crisis
• Typically educated to Engineering or Masters degree level
• Minimum hands on Technical experience of 15 years and above
• Technically certified in CLOUD or IBM or Microsoft or Java technologies
• Extensive experience in a Techincal Lead/Architect role within an IT or related field, including experience of managing a global complex projects encompassing varied technologies
• Ability to build strong relationships and communicate with a wide spectrum of stakeholders
• Excellent knowledge of the project lifecycle and group strategy
• Understanding of business finance and experience of effective management of budgets and expenditure
• Experience with a meaningful subset of the sysadmin (linux, Unix, windows), db admin (Oracle, BigQuery), network admin, data centre admin
• Proven ability to influence developers including at very senior levels
• Ability to quickly learn and understand complex environments
• Spring boot Microservices

• Kubernetes
• Containers
• APIs: SAPIs/PAPIs/EAPIs or UX
• DevOps: Jenkins/Nexus/Github
• Testing: UIT/SIT/UAT/Perfomance/Security

Lenguage Level:

• English level – Intermediate - Advanced Conversational +B2

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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***Issued By HSBC***