Production Support Specialist

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 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. 

In Canada, HSBC Global Services (Canada) Limited (HGCA) is a wholly owned subsidiary of HSBC Global Services Limited. Operating in Toronto, HGCA is part of a global service company, delivering services to support the operating entities of HSBC Group. We have different capabilities that provide tools and processes to facilitate the functions, business, and entities with their service management responsibilities. 

In Global Payments Solutions (GPS) Technology, the Client Connectivity team enables corporate clients to connect to HSBC securely and reliably. As a Production Support Specialist (individual contributor), you’ll help maintain service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. You’ll work closely with engineering, infrastructure and vendor teams, and you’ll escalate in line with agreed severity and risk thresholds.

 As our Production Support Specialist, you will:

• Monitor and support live production services, handling incidents and service requests within agreed Service Level Agreements (SLAs)
• Perform initial triage (logs, monitoring, data checks) to identify likely causes and apply workarounds/fixes you control
• Co-ordinate recovery with partner teams (engineering, infrastructure, network, vendors) and escalate high-severity issues to the Production Support Lead/Major Incident Manager
• Provide clear, timely stakeholder communications on impact, progress, and next steps to stakeholders
• Support problem management by contributing to root cause analysis and post-incident reviews, capturing preventative actions
• Create and maintain operational documentation (runbooks, knowledge articles, checklists) to speed up service restoration
• Drive continuous improvement through automation and better monitoring/alerting to reduce noise and improve resilience
• Support change and release activities: patching/evergreening, Disaster Recovery (DR) tests, role swaps, ensuring operational readiness and supportability
• Provide support outside standard office hours, including holidays and weekends, when required

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

• Experience in production support / Information Technology (IT) service management in a regulated environment, ideally within banking technology
• Knowledge of IT infrastructure concepts (on-prem and cloud), including networking fundamentals and service dependencies
• Hands-on capability with Unix/Linux, SQL, log analysis and troubleshooting in distributed systems
• Experience using monitoring/observability tools (e.g., Splunk, AppDynamics, Geneos or equivalents)
• Knowledge of Incident, Problem, Change and Release Management (ITIL-aligned)
• Strong communication skills in English, comfortable working with global teams across time zones
• Proven ability to collaborate across boundaries, prioritize effectively, and stay calm under pressure
• Payments domain knowledge (connectivity channels, payment processing concepts, message flows) and exposure to Oracle, MQ, WebSphere/Open Systems and/or Java/J2EE-based platforms are desirable
• Familiarity with productivity tooling (e.g., Copilot/Claude) to support documentation, analysis and automation ideas (within policy) and ITIL certification are a plus

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

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

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. 

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

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.