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Associate Director, Service Management Specialist

Associate Director, Service Management Specialist

Hsbc

5 - 9 years

20 - 25 Lacs

Pune

Posted:3 days ago| Platform:

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Skills Required

Unix Service management Change management Automation Linux Windows Service quality Technical support Financial services SQL

Work Mode

Work from Office

Job Type

Full Time

Job Description

Some careers shine brighter than others.

If you re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you 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 organisations in 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 realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Management Specialist

In this role, you will:

Investigate and analyse Incidents to identify underlying problems and their root causes. Conduct root cause analysis.
Assign problem tickets and tasks to appropriate subject matter experts. Track/drive to resolution.
Provide round the clock production support across different markets.
Promote a culture of continuous improvement by implementing best practices, conducting post-incident reviews, and driving initiatives to enhance the overall problem management process and reduce the impact of future incidents.
Maintain knowledge base of Incidents to enable future resolution.
Track and report on metrics for key areas including.

Change status (success / failures including root cause)
Incidents
Service performance and usage metrics
Problem resolution

Serve as a primary point of contact for production support related matters, collaborating with business units, senior management, IT and external stakeholders as necessary.
Prepare and present reports on production support, service quality performance, highlighting achievements, challenges, and improvement opportunities. Communicate effectively to drive awareness and accountability for service quality standards across the organization.
Adherence to SLAs service delivery procedures defined by ITIL framework.
Ability to work to successfully deliver services to agreed levels in a diverse and constantly changing environment
Effectively deliver services involving elements delivered by other internal/external teams
ITIL Accreditation

Requirements

Candidate should have appropriate experience in banking/ trade domain
Should be proficient in IBM iSeries, Core Java, Python and VB scripting.
Good Knowledge of Page Object Model and Data Driven Design Pattern.
In depth knowledge of integrating Automation scripts using CICD pipelines such as Jenkins, etc.
Good knowledge of SQL
Java and Unix/Linux/Windows environments
Strong customer focus
Strong team player
Excellent communication in English and interpersonal skills
Excellent problem-solving skills
Good understanding of computer systems and other technology products
Ability to multi-task efficiently
Ability to work as part of a Global virtual team across multiple regions.
Proven experience as a Production Technical Support Engineer
Proven experience in Service Management domain
Proven ability to work in globally distributed, multi-site teams and processes
Demonstrated ability to work effectively with stakeholders

The successful candidate will also meet the following requirements: (Good to have Requirements)

Know-how of Problem and Change Management fundamentals would be beneficial.
Awareness of API s
Awareness of Logging and Monitoring Tools like Appdynamics ( AppD), IBM Tivoli Manager (ITM), Splunk.

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Hsbc

Financial Services

London

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Associate Director, Service Management Specialist