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HSBC Digital IT Asia Pacific Production Support Lead - HSBC Operations, Services and TechnologyHSBC
  • Not Specified
  • Salary negotiable
  • Posted on 14 Aug 2019
HSBC Digital IT Asia Pacific Production Support Lead - HSBC Operations, Services and TechnologyHSBC

Job Highlights

  • One of the world's leading international banks
  • Dynamic working environment
  • Excellent Career Progression

Job Description

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued. 

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition. 

We are currently seeking a high caliber professional to join our team as HSBC Digital IT Asia Pacific Production Support Lead. 

In this role, you will

  • End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business or Customer updates are timely and of sufficient quality, arranging discussions and updates as required. 
  • Ensure that all modes of communication are effectively used throughout the incident life cycle. 
  • Running teleconferences or technical meetings for incidents that need focus working collaboratively with the Incident Management team
  • Jointly acting with the Incident Manager as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action plans with named actions and deadlines. Accountable for the Delivery of that plan.
  • Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
  • Driving, developing and managing the major incident recovery management process and associated procedures or systems.
  • Leading process efficiency improvements including automation, innovation and cutting edge communication methods.
  • Develop and Maintain Runbooks and skills matrix around agreed Critical Systems for use in Incident Situations
  • Reviewing changes to production system, providing relevant feedback to change owner to ensure the changes can be completed in order.
  • Maintaining the continual operation of production systems which will then include, but not limited to, digital certificate renewal, system patches deployment, drills, fix vulnerabilities, clear audit items, contribute to requested work by regulators etcetera.
  • The role involves working on an out of hours on call rota that will include weekends and Bank Holidays 

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

  • Sufficient years of experience in a hands on application support lead or manager role.
  • Experience in leading technical support teams
  • Extensive problem solving and debugging skills
  • Experience in supporting multi tier infrastructures
  • Strong interpersonal, influencing, communication and report writing skills.
  • Able to interact appropriately with users of various technical skill levels, remaining calm and courteous while working to resolve problems.
  • Ability to adapt and understand new technologies.
  • Strong analytical skills.
  • Strong technical competencies resulting from previous working experience at expert level within an IT operational or support environment.
  • Methodical approach to problem solving and attention to detail.
  • Proficient documentation skills, able to fully document operational requirements, proposed solutions, processes and data flows effectively
  • Effective time management skills, with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures. 
  • ITIL Certified, Expert Level Preferable, or prepared to achieve qualification
  • Strong customer service and support focus with a desire to deliver a high quality service
  • Self motivated and highly professional with ability to lead and take ownership and responsibility
  • Ability to multi task, work under pressure and to tight deadlines
  • A desire to learn and improve skills and knowledge
  • Fast learner, energetic and enthusiastic
  • Adaptable and flexible to business demands
  • Strong organisational and planning skills
  • Positive can-do attitude. Team player 

For further details and application information please visit our career site, search under reference number 0000DEHP 

You’ll achieve more when you join HSBC.

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

Additional Information

Career Level
Years of Experience
6 years
Employment Type
Full Time