Job description

• If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organizations 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 realis their ambitions.
  We are currently seeking an experienced professional to join our team in the role of Títulode puesto
  
  
  Role Purpose
  
  
  Global CTCS Teams will be operating in three locations viz. either India, China and Mexico under Follow-the-Sun support model under Commercial Banking IT. The CTCS Team will support urgent issues for multiple business systems and products within Commercial Banking. Senior Ops Engineer will be play role of Shift Incharge attached to specific Service line (eg e Channels, GTRF, Credit& Lending, etc).
  
  Manage all user-wide communications (e.g. Flash Alerts). This also includes follow-up communications/updates and fielding any queries arising.
  Acts as real time incident escalation point for the CTCS/Dev Ops team/POD
  Ensures bi-directional feedback between Dev Ops PODS teams and CTCS teams.
  
  As a part of CMB Technology Customer Support (CTCS) team the responsibilities will include:
  
  
  
  • Investigating system failures and incidents reported on the services supported.
  • Communicating with various Business & IT teams.
  • Flexible to work in UK shifts and provide on-call support.
  • Perform root-cause analysis and production fixes.
  • Work as a part of a global team.
  • Adherence to SLAs & service delivery procedures defined by ITIL framework.
  
  
  
  • Excellent problem solving and root-cause investigation skills are essential.
  • Excellent written and oral communications skills in English language are essential. E.g.: Report Writing, ability to document training materials etc.
  • Knowledge of Banking Payment Systems and/or Banking Domain is preferable.
  • Knowledge of Payment & Cash Management systems and Gateways like SWIFT is preferable.
  • Familiarity with Incident / Problem / Change and Release Management procedures is preferable.
  • Ability to work effectively and professionally under pressure
  • Ability to work as part of a Global virtual team across multiple regions.
  • Engage IMT to get an incident manager assigned
  • Perform RTC/Qlikview Dashboards to ensure tickets are being progressed as per SLA
  • Perform Handover activities to new Senior Ops Engineer in next shift
  IMPACT

Requirements

Technical skills: Mainframe Systems


Good knowledge in JCL, DB2, CICS & COBOL is essential.
Knowledge and understanding of IT Infrastructure is essential.
Basic knowledge of MQ is preferable
Exposure to testing and support tasks is preferable.
Knowledge on HSBCnet/Connect systems is preferred.




Experience & Qualification:


ITIL Accreditation
Proven experience in Production Support
Proven experience in Service Management / Service Ownership
Proven ability to manage globally distributed, multi-site teams and delegate authority
Demonstrated ability to rapidly build relationships with key stakeholders
Good knowledge of change management, risk management, and disaster recovery

Knowledge & Skills:

Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing environment
Effectively co-ordinate delivery of services involving elements delivered by other internal/external teams
Strong customer focus
Excellent communication and interpersonal skills with experience in communicating with senior executives
Strong leadership and management ability, motivating IT employees
Proven ability to prioritize competing demands.
Knowledge of Production Support processes and procedures
Strong process implementation and management skills
Demonstrated success in key stakeholder management
Experience of using IT systems and reporting tools
Ability to multi-task efficiently
Ability to work as part of a Global virtual team across multiple regions

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 personsirrespective 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.
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 HSBC Electronic Data Process Mexico Private LTD***.