Global Head of Production Engineering & Infrastructure

Some careers have more impact than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Our GCIO organisation plays a critical role for the bank. This team partners with our businesses to build the platforms, systems, and products that our customers use every day. This team keeps people’s money and data safe, and is at the forefront of driving innovation for our businesses, customers, and colleagues.

We are currently seeking a high caliber professional to join our team as a Global Head of Production Engineering & Infrastructure.

As the Global Head of Production Engineering & Infrastructure within Corporate and Institutional Banking's Client Services Technology, the role involves providing robust governance and control over the Client Services Production estate daily. Ensuring production system stability is vital for seamless, reliable services, which minimises disruptions and maintains customer trust. This stability underpins efficient operations, regulatory compliance, and risk management, enabling HSBC to consistently deliver high-quality services globally. The individual in this position is responsible for maintaining Production Stability and Service Resiliency, ensuring uninterrupted business processes for both internal business lines and external clients.

Additionally, the Global Head is expected to champion change by guiding technology teams to transform and upskill, adopting Site Reliability Engineering (SRE) principles. This includes implementing a 24x7 support model, enhancing monitoring, automating processes, and embedding self-management capabilities. The role demands effective relationship management skills across diverse stakeholders, including business lines, technology teams, and infrastructure groups. Furthermore, the role involves fostering a culture of continuous improvement to enhance service performance.

Here’s what you can expect:

My role

Client Services v OBKYC

Client Servies Demise and Simplification and nw Growth

Convergence of multiple functions and support teams

As our Global Head of Production Engineering & Infrastructure, you will oversee the global production engineering teams and ensure the delivery of high-quality services. Your primary responsibilities will include, but are not limited to, the following:

• Maintain Production Stability and Service Resiliency for uninterrupted business processes to ensure seamless, reliable transactions and maintain customer trust.
• Provide robust governance and control over the Client Services Production estate daily.
• Manage key stakeholders including senior executives’ expectations during incidents under high pressure.
• Improve controls, eliminate vulnerabilities and uplift service resilience, aligned with Future State Architecture and identifying strategies with Sub Value Stream (SVS) to prioritize resilience and tech debt alongside the development of new features
• Drive improvements in incident management, monitoring, observability and capacity management
• Lead cultural and mindset shifts within the production engineering team, transforming and upskilling them by adopting Site Reliability Engineering (SRE) principles with a focus on engineering capability.
• Implement and manage a 24x7 follow-the-sun operating model to support the Client Services Business
• Drive reduction of toil and optimise processes through automation to enhance operational efficiency.
• Driving strategic programme across the production engineering organization.
• Leading by example with high technical competency.
• Maintaining partnerships with key stakeholders, including, Client Services Business, Operations, Risk, Transformation, Infrastructure Group, and relevant technologies teams.

Leadership & Teamwork:

• Foster a culture of continuous improvement, such as automating away toil.
• Build and lead a high-calibre global team, ensuring high engagement and motivation levels.
• Develop critical skillsets in team members and provide a stimulating work environment.
• Recruit and retain high-calibre, diverse team members.
• Establish career paths and mobility opportunities for teams.
• Promote an environment that supports diversity and inclusion, reflecting HSBC's brand and values.

The candidates we are looking for must:

- Work on flexible working hours to support major incidents and participate global team meetings

- Be able to extend support during non-office hours and holidays

- Be flexible and adaptable in an environment of constantly changing priorities

To be successful in this role, below are the requirements:

• At least 10 years of working experience in technology, with 5-8 years in management/leadership roles, demonstrating strong people skills, including decision-making, influencing, management, and communication, with a strong capacity to quickly adapt and respond to change.
• Proven experience in Production Support & Service Management, preferably within the Corporate Banking domain
• Ability to lead and coordinate teams and efforts during high-pressure situations. 
• Expertise in incident and problem management, ensuring swift resolution and minimal disruption.
• Proven ability to drive best practices and enhance existing controls to deliver high-quality metrics and analysis, increasing production stability and resiliency, while seeking opportunities to automate manual processes.
• Deep understanding of transaction banking business.
• Excellent verbal and written communication skills in English to deliver clear, precise, and consistent information to the diverse stakeholders including senior executives.
• Excellent problem-solving abilities and strong attention to detail, coupled with the ability to understand and succinctly explain complex information, and a customer-oriented quality mindset.
• Experience in managing a globally distributed technology organisation.
• Familiarity with Agile, DevOps, SRE, Value Streams.
• Knowledge of platform and systems architecture, including modular monoliths, SOA/micro-services, and enabling tools and technologies (Spring Cloud, Docker, OpenShift, Kubernetes, CloudFoundry, etc.).
• Knowledge of Client Lifecycle Management architecture in global financial institutions, understanding of messaging technologies and caches, and database technologies.
• Knowledge of CI/CD technologies, principles, and practices of Continuous Integration, Delivery, and Deployment (Jenkins, Bamboo, Circle CI or equivalent).
• Knowledge of distributed system design, including microservices and Springboot.
• Knowledge of cloud infrastructure/services, particularly Google Cloud Platform.
• Knowledge of traditional technologies like Bash/Shell, Groovy or Java, Unix/Linux, Jenkins, SQL and GitHub.

Opening up a world of opportunity
http://www.hsbc.com/careers

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 The Hongkong and Shanghai Banking Corporation Limited.