Lead Service Recovery Engineer

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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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 car care”

Lead Service Recovery Engineer (Senior Production Support Analyst)

Provides technical leadership and ongoing support for complex| technologies, special and major projects. Possess extensive and specialized technical knowledge as the business area may require, which include platform support in conjunction with business analysis, and systems integration for business systems. Coordinate individually or provides team leadership as required in projects to support technical and business strategies.

Provides daily global production service quality, problem and recovery management, and platform availability, facilitating changes and identifying risks. Directs the teams’ involvement in system recoveries following major system or software related failures in addition to supporting pod driven initiatives. Have the responsibility for implementation of standard processes across IT systems and teams. Providing 24/7 support 365 in conjunction with follow the sun business requirement

 Leadership & Teamwork

• Advise business staff or unit of technology uses to improve efficiency and effectiveness. Provide technical analysis and solutions to business issues, provides consultation, researches and implements technical alternatives, and maintains awareness of business technology strategies and the technical infrastructure to meet business requirements.
• Seek technical and professional information and processes regarding area of responsibility to enhance department knowledge base.
• Provide technical leadership to Junior staff members when required, via mentoring and coaching frameworks
• Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

• Provide support to critical applications while minimizing the impact of incidents in the operating environments. Batch monitoring, incident management, problem solving are activities to be undertaken and directed. Execution of Disaster Recovery tests, and support user's requests and UAT environment tests.
• Provide technical leadership and consultation in addition to computer program and system development as well as technical support for highly complex, critical programs and systems. Implement strategies to address automation, productivity and infrastructure problems and issues. Plan and coordinate tests and identifies preventative opportunities. Maintain expert knowledge in specialized systems or in multiple systems.
• Provide technical leadership and consultation to project team members as directed by the project manager of high complexity deliveries. Initiates and conducts feasibility studies of new and modified operational procedures. For large systems, prepares cost/benefit analyses, functional and detail specifications. Provide direct guidance in planning, designing, programming, documentation and implementation of the systems. Perform reviews of new and existing systems to ensure operational integrity and accomplishment of stated objectives. Designs, codes, tests, debugs and documents programs. Analyse vendor solutions and coordinates technology, productivity and performance initiatives. Coordinate activities of assigned personnel and projects. Control project risks and impact on business and strategic plans. May manage multiple projects simultaneously.
• Manage large or critical projects as assigned to ensure objectives are met on time and within cost while continuing to utilize technical expertise. Assist in defining and delivering global and strategic technical projects. Identify and address interfacing functions and applications affected by projects.
• Ensure industry best practice global production support for all systems is achieved.
• Oversee the resolution of problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business.
• Participate in Major Incident Reviews and Service Improvement Programs as required.
• Undertake change implementations and the risk analysis of changes to meet the goal of improved platform and service.
• For new solutions ensure achievable migration plans are in place taking due consideration of existing service requirements.

Management of Risk

• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Qualifications

• Proven experience in the computer science or related field with a minimum of 5 years desired progressive practise.
• Specialized experience in programming or database languages and techniques for application systems design; recognition as a technical resource within the work group; strong communication, project management, analytical, and leadership skills; the ability to take appropriate risk; a knowledge of businesses supported; and demonstrated ability to apply multiple technologies to business situations and identify and apply productivity improvements, blending the technical environment with strategic direction.
• We are looking for candidates with subject matter expertise of 3 or more of the following skillsets.
  • Linux server administration with exposure to shell scripting (Bash/Korn/Ash)
  • Oracle SQL Database 11g and above
  • Python scripting
  • Websphere/Web Logic application server
  • Microsoft SQL Server 2012 and above
  • Scheduling tools such as Control M operative level
  • Automatic Monitoring Tools such as Splunk / AppDynamics / (Other monitoring tools)
  • Agile Tool Sets – Continuous Integration/Delivery
  • API based technologies
  • Proficient in IT service recovery and quality management disciplines
  • ITIL Certification will be considered a plus

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
You’ll achieve more when you join HSBC. 

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 persons irrespective 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.” 
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