Service Resiliency Manager

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share.

We are seeking a highly experienced Service Resiliency Manager with a strong background in infrastructure support and IT Service Management (ITSM). The ideal candidate will be responsible for driving service improvements and ensuring seamless DRE operations. This role requires exceptional communication, and problem-solving skills to manage high-pressure situations effectively.

The role holder will adhere to the Service Resiliency mandates, including Service management processes & procedures to efficiently manage and communicate the recovery of IT services, DRE exercises, KCI reporting, and timely stakeholders’ updates.

As our Service Resilency Manager you will:

• Be responsible to ensure all US Consumed Services are compliant with FIM role swap disaster recovery requirements based on service tier. 
• Be responsible to ensure the US Data Centers (Vernon Hill/Northlake: RDC - Regional Data Center; New Jersey/New York 6: CDC - Critical Data Center) are compliant with FIM Data Center Role Swap requirements.  This includes coordination, scheduling and documenting completed events, with defined services participating in event, 
• Engage with the Global Service Resilience Management Team/Peers to ensure consistencies, standards and best practices across the globe with all Service Resilience directions. 
• Review and provide input to the SCOTT (Service Continuity Test Tracker) Development Team on process improvements, problem/issues and data issues.
• Identify, document and follow through on overall Service Resilience Continuous Improvement Items
• Support US Service Resilience Requirements:
  • Strong experience managing Service management risk and compliance issues, specifically Disaster recovery requirements
  • Guided, trained and mentored the offshore Global Service Resilience Team in the scheduling, planning meetings, tracking documents, support scheduled events and document completion of events. Meet every month with Offshore Manager (Mayank Jain or representative) to review progress, address concerns, maintain team environment
  • Responsibilities include scheduling, planning and supporting role swaps, including the IBMz Role Swap, IBMi Role Swaps, the US Full Data Centers Role Swaps(NL to VH); NJ to NY6
  • Coordination of required mobilization exercise, events requiring a complete reports to be published and playbook update.
  • Schedule/lead the US Global Banking and Global Functions Service Resilience Every Other Monthly Meeting (Regulatory requirement) as a means of communicating all FIM requirements, upcoming scheduled events, procedure review, SCOTT review, data review, and answer general questions
  • Review and approve all required Business Continuity Planning requirements for US Service Resilience team in all locations
  • Represent Service Resilience reporting in US Chief Technology Office Risk Control Management Meetings (RCMM) monthly meetings
  • Review and distribute US Service Resilience reporting status to the Business Continuity quarterly BRSG (Business Resilience Steering Group) reports
  • Review, update and represent all regulatory reporting requirements supporting Chief Information Office (CIO), Head of CTO as requested
  • Support all general queries, question, publications, based on overall Indigenous Trauma Informed Design (ITID) and Service Resilience knowledge basis
  • Supporting the US Change Management/CAB meetings

 You´ll likely have the following qualifications to succeed in this role:

• Maintain Steward attention on all Resilience Risks with a primary focus on Payments and Transaction Processing
• Maintain excellent communication and influencing skills and Ability  to engage with all levels of the organization in professional, precise, clear style
• Maintain a progressive leadership style that can work across a global matrix organization
• Have good knowledge of Risk Management frameworks, with a focus on Non-Financial Risk Management
• Consistently and eagerly work on enhancing and upgrading his/her skills leveraging internal and external sources
• Maintain a positive, upbeat attitude and work ethic and works well in the teamwork environment
• Proficient in Microsoft Office applications and demonstrates an innovative and proactive approach to building new and advanced Management Information (MI) and reporting analytics
• Experience across Information Technology and Data Center Service Support and Recovery along with management experience is a plus
• Bachelor’s degree or equivalent years of work experience at a minimum; graduate degree is a plus

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.