Requirements description

What you need to have to succeed in this role

• Experience and knowledge of IT Service Management principles, methodologies and tools.
• Operational experience of Problem Management in the financial industry or large blue-chip IT organizations.
• General technical understanding of IT software, hardware, networks and operations.
• Good communication and influencing skills to drive activities and explain events and actions in Executive Summary terms, focusing predominantly on written communications.
• Solid customer orientated partner/stakeholder interaction, including experience interacting with colleagues in higher positions.
• Inquisitive/detectorist mind-set with sound judgmental skills to identify and resolve problems.
• Audit and quality checking of tasks to ensure accuracy before publication to stakeholders.
• Understanding of MI/Reporting processes.

Offer 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.

Your career opportunity

Description of the Department:

Responsible for ensuring the Key Controls, as defined by global Service Management practices, are being achieved within the region and helps to ensure that IT services are meeting expected service levels and are working within our risk and control framework.

Working in collaboration with our colleagues in the cross functional technology teams, Global Businesses and Global Functions, the Problem management team ensures all major incidents have root cause identified within an acceptable duration. The team governs and ensures diligent resolution and closure of actions and also undertakes continuous drill down analysis of problem/root cause/change data to identify and address systemic/thematic trends and patterns of failures for all service tiers, engaging stakeholders to help prevent recurrence across all similar environments.

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural
• Telephone screen
• Job interview with the hiring manager

Your responsibilities

1. Provide leadership and innovation by specializing in Service Management processes.
2. Ensure root causes of service problems are investigated, understood and remediated to prevent recurrence.
3. Review and understand information produced by other IT Service Management teams for incidents/outages and use this to create ‘business friendly’ descriptions of the disruption that occurred.
4. Actively engage and drive continuous improvement objectives defined by the Global Problem Management function.
5. Generate effective communication to Global and Regional stakeholders.
6. Analyse problem/root cause/change data to identify and address systemic/thematic issues.

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