ITSO Consultant / Senior Software Engineer

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 Senior Software Engineer

In this role, you will:

• Ensuring 24/7 availability of critical enterprise applications
• Working with Digital, Non-Digital teams and third parties to assist with the identification, classification and prioritisation of Production Incidents.
• Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned and tracked to meet SLA.
• Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives.
• Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked.
• Overseeing complex problem cases and associated actions to ensure teams are progressing and collaborating at all times.
• Ensuring that problem resolutions are implemented through the appropriate change management policy.
• Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams.
• Validate that problems have been documented correctly and contain accurate information.
• Quality check outage records to ensure that impact has been recorded accurately.
• Ensuring the problem management process encompasses adding new errors in to the Known Error KB.
• Producing regular and adhoc problem and incident management reports ensuring that the information is delivered within the agreed timescales.
  
  

Requirements

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

• Experience as an IT incident manager or IT service manager
• At least 5 years’ relevant experience
• Excellent problem solving skills and an ability to collaborate with technical teams
• Expert knowledge of ITIL. ITIL certification preferred
• Expert Knowledge of python. Python certification preferred
• Experience of working in Agile and knowledge of DevOps
• Produce Deployment, Run Books and Implementation Plans
• Experience of service desk tools (Jira Service Desk, Global Service Desk, ServiceNow)
• Good understanding of ITSM processes
• Skilled in multi-tasking and self-managing a diverse workload
• Participate in CAB meetings to discuss release scope and/or roadblocks
• Excellent written and verbal communication skills
• Understanding of Tooling for application monitoring using AppDynamics and logging setup using Splunk
  
  

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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 – HSBC Software Development India