Crisis Incident Manager

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.

Hybrid working 24/7 shift pattern

Role Purpose

The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services, whilst capturing accurate incident lifecycle milestones & drive improvement of recovery times. The role holder will lead service recovery of our highest criticality Priority 1 incidents, facilitating both technical and business calls with key teams and stakeholders, whilst building and maintaining effective working relationships with IT colleagues and business partners.

Following recovery from the incident, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline, to track actions and prevent a recurrence of the incident.

Responsibilities

• Triage/Prioritise Incidents
• Lead Service Recovery
• Facilitate Technical and Business Engagement along with Management Escalation Call (MEC) process
• Communicate recovery progress to Senior Management/Executives
• Issue Major Incident Notification (MINs), contribute to Incident / Major Incident Reviews and Execute the Incident Management Practice

Key Skills Required

• Require strong experience in Major Incident and Service management within large enterprise level organisation
• Mush have background in managing shift rota Technical Teams Globally and be willing to work Shift Rota covering 24/7
• Good technical knowledge IT Services and their Infrastructures along with strong MS Suite background
• Strong Technical Leadership experience in Command and Control essential
• Must have excellent communication skills with senior Exec stakeholders, including strong problem-solving capabilities

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500