Itso / Lead Consultant Specialist Job in Hsbc

About HSBC

If you re looking for a career that helps you stand out, join HSBC and fulfill your potential. Whether you want a career that could take you to the top, or simply 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 organizations in the world, operating in 64 countries and territories. We aim to be where growth is, enabling businesses to thrive, economies to prosper, and helping people fulfill their hopes and realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Lead Consultant Specialist.

Role: Lead Consultant Specialist

Key Responsibilities:

• Incident Management:
  Ensure the 24/7 availability of critical enterprise applications. Work with Digital, Non-Digital teams, and third parties to identify, classify, and prioritize production incidents.

• Root Cause Analysis:
  Collaborate with technical teams to ensure that the root cause of incidents is found as a priority. Ensure actions are documented, assigned, and tracked to meet Service Level Agreements (SLAs).

• Documentation & Reviews:
  Document incident and problem management reviews, ensuring all interested parties are invited to incident retrospectives. Oversee the daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked.

• Complex Problem Management:
  Oversee complex problem cases and associated actions, ensuring teams are progressing and collaborating at all times. Ensure problem resolutions are implemented through the appropriate change management policy.

• Trend Analysis & Action:
  Identify trends and patterns of incidents and trigger reviews with technical teams. Validate that problems have been documented correctly and contain accurate information. Conduct quality checks on outage records to ensure accurate impact recording.

• Process Improvement:
  Ensure the problem management process incorporates new errors into the Known Error Knowledge Base (KB). Produce regular and ad-hoc problem and incident management reports within agreed timescales.

• Collaboration & Promotion:
  Coordinate and promote the effective functioning of problem management activities across Digital Support teams and other connected teams.

• Incident Ticket Management:
  Ensure incident and problem tickets are up-to-date, working across Digital teams for efficient ticket management.

• Technology Modernization:
  Drive technology modernization initiatives and conduct Release Readiness and Milestone Reviews.

Requirements:

To be successful in this role, you should meet the following requirements:

• Experience:
  A decade of experience as an IT Incident Manager or IT Service Manager with excellent problem-solving skills and the ability to collaborate with technical teams.

• ITIL Knowledge:
  Advantageous knowledge of ITIL, with ITIL certification being preferred.

• Experience in Agile & DevOps:
  Experience of working in Agile environments and familiarity with DevOps practices.

• Service Desk Tools:
  Proficiency with service desk tools such as Jira Service Desk, Global Service Desk, and ServiceNow.

• ITSM Processes:
  Strong understanding of ITSM processes and participation in CAB meetings to discuss release scope and/or roadblocks.

• Communication Skills:
  Excellent written and verbal communication skills.

• Monitoring & Tooling:
  Familiarity with tooling for application monitoring using AppDynamics and logging setup using Splunk.

• Incident & Problem Management Approaches:
  Proficient in incident and problem management approaches (e.g., Pareto analysis, Ishikawa diagrams, brainstorming).

• Microservices Architecture:
  Experience with applications using microservice architecture will be an added advantage.

• On-Call Availability:
  Willingness to be on-call to provide impact information for the services.

If you're ready to take your career to the next level with HSBC, we encourage you to apply.