Please note this job advertisement is only available in Spanish. To view the job, select ‘Español-ES’ from the language selector in the page menu.
The Technology Command Centre Operations job is responsible for monitoring and supporting the operation of technology services and systems in the Command Centre environment in line with agreed service levels. CCO identify, assess, and respond to incidents, anomalies and emergencies and may involve coordinating with different teams, escalating issues, and implementing predefined protocol. Analyzing current IT processes, identifying areas for improvement, implementing best practices, and utilizing technology solutions to optimize performance and enhance service availability. Our role is to ensure business continuity, improve operational efficiency and enhance customer experience.
Principal Accountabilities and Responsibilities
· Support service availability by constantly monitoring production environment, take timely action to fix/escalate service failure alerts.
· 24x7 monitoring of production systems, ensuring service impacting alerts are attended by the appropriate support teams and delivering services per the operations best practice and DevOps Model
· Supporting the operation, release and recovery of Technology systems and services in accordance with business/Technology service level agreements in conjunction with technical support teams and in line with Global Incident Management processes. Manage and execute changes of mission critical services as per plan and document the learnings for continuous process improvement.
· Proficient in communication. Articulate the idea and workflow in clear and concise manner in all communication channels.
· Acknowledge and attend the crises events and provide timely update to management.
· Good technical knowledge on IBM z / IBM i and utilities operations
· Strong analytical skills and able to identify the work which is not adding value to operations and process to eliminate as per agreed guidelines.
· Contribute to the incident triage, incident management life cycle and escalation.
· Promote culture of self service, self-healing, and automation where applicable.
· Should be flexible to work in 24X7 environment.
· Demonstrate HSBC values while supporting stakeholders and work under tough timelines.
· Be culturally aware and sensitive.
· Regularly demonstrate qualities - Focus, Drive, Motivation, Determination, Dedication, Resiliency, Honesty, and Enthusiasm
· Ability to communicate with technical and non-technical people.
· Evaluate existing IT processes and workflows to identify inefficiencies and areas for improvements.
· Collaborate with cross-functional teams to develop and implement optimized processes.
· Utilize data repositories and data analytics tools to gather, analyze, and interpret IT performance metrics, develop dashboards and reports to provide insights into IT operations and track progress on optimization initiatives.
Please note this job advertisement is only available in Spanish. To view the job, select ‘Español-ES’ from the language selector in the page menu.
The Technology Command Centre Operations job is responsible for monitoring and supporting the operation of technology services and systems in the Command Centre environment in line with agreed service levels. CCO identify, assess, and respond to incidents, anomalies and emergencies and may involve coordinating with different teams, escalating issues, and implementing predefined protocol. Analyzing current IT processes, identifying areas for improvement, implementing best practices, and utilizing technology solutions to optimize performance and enhance service availability. Our role is to ensure business continuity, improve operational efficiency and enhance customer experience.
Principal Accountabilities and Responsibilities
· Support service availability by constantly monitoring production environment, take timely action to fix/escalate service failure alerts.
· 24x7 monitoring of production systems, ensuring service impacting alerts are attended by the appropriate support teams and delivering services per the operations best practice and DevOps Model
· Supporting the operation, release and recovery of Technology systems and services in accordance with business/Technology service level agreements in conjunction with technical support teams and in line with Global Incident Management processes. Manage and execute changes of mission critical services as per plan and document the learnings for continuous process improvement.
· Proficient in communication. Articulate the idea and workflow in clear and concise manner in all communication channels.
· Acknowledge and attend the crises events and provide timely update to management.
· Good technical knowledge on IBM z / IBM i and utilities operations
· Strong analytical skills and able to identify the work which is not adding value to operations and process to eliminate as per agreed guidelines.
· Contribute to the incident triage, incident management life cycle and escalation.
· Promote culture of self service, self-healing, and automation where applicable.
· Should be flexible to work in 24X7 environment.
· Demonstrate HSBC values while supporting stakeholders and work under tough timelines.
· Be culturally aware and sensitive.
· Regularly demonstrate qualities - Focus, Drive, Motivation, Determination, Dedication, Resiliency, Honesty, and Enthusiasm
· Ability to communicate with technical and non-technical people.
· Evaluate existing IT processes and workflows to identify inefficiencies and areas for improvements.
· Collaborate with cross-functional teams to develop and implement optimized processes.
· Utilize data repositories and data analytics tools to gather, analyze, and interpret IT performance metrics, develop dashboards and reports to provide insights into IT operations and track progress on optimization initiatives.
Functional Knowledge
· Familiar with common ITIL service management processes such as Change / Problem / Incident / Service availability management.
· Proficient IBMz / IBMi / Distributed compute knowledge and robust understanding of Operational Resilience.
· Broad understanding of underlying infrastructure service components and technology risks
Nice to have
· ITIL V4 certificate
· Experience of working on IBMz / IBMi operations
· Expertise in using systems management, diagnostic and operational tools.
At HSBC we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunities.
Our values define who we are as an organization and what sets us apart. We value difference, move forward together, take responsibility for our actions, use good judgment, do the right thing and make things happen.
At HSBC we are focused on ensuring gender equality and ongoing training for our employees as well as protecting their labor and social rights.
Functional Knowledge
· Familiar with common ITIL service management processes such as Change / Problem / Incident / Service availability management.
· Proficient IBMz / IBMi / Distributed compute knowledge and robust understanding of Operational Resilience.
· Broad understanding of underlying infrastructure service components and technology risks
Nice to have
· ITIL V4 certificate
· Experience of working on IBMz / IBMi operations
· Expertise in using systems management, diagnostic and operational tools.
At HSBC we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunities.
Our values define who we are as an organization and what sets us apart. We value difference, move forward together, take responsibility for our actions, use good judgment, do the right thing and make things happen.
At HSBC we are focused on ensuring gender equality and ongoing training for our employees as well as protecting their labor and social rights.