Service Operations Wi-Fi L2 Support SME

Support

-, Kraków

HSBC Service Delivery

Full-time

Permanent

Mid

Hybrid

Tech stack

Data Networks

advanced

Wi-Fi Incidents

advanced

ITIL

regular

Agile

regular

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.

Your career opportunity

We have a unique opportunity for you to join our Connectivity team which provides the network and Call Centre infrastructure across 55 countries. Your role will be to provide leadership and drive on Incident calls when service impacting issues occur. Supporting Platform engineers, ensuring we have correct people on the crisis call and driving restoration of the impacted services. Providing communication and governance to the issues. Other duties will be to constantly look at improvements to our services, processes, using data analysis to allow us to be more proactive to fault identification going forward.  This role will allow you to really make a difference to the stability of our infrastructures and services we provide to our businesses.

What you’ll do

• Primary Responsibility is to support all WIFI incidents globally and provide expertise in resolution. Although WiFi being a primary responsibility, it is expected the successful candidate will support other telecoms infrastructure.

• Have Strong working knowledge of Wi-Fi infrastructure - Juniper/MIST would be preferred, but not a must.

• Working with other IT teams including Incident Management during crisis and represent Connectivity.

• Working as part of a global NOC Team, work with Incident Management and other support engineers to provide required inputs regarding Wi-Fi Incidents, work within global diverse team of engineers and vendors to provide support on a “follow the Sun” basis.

• Drive down infrastructure service outages and repeat failures.

• Support Incident Management during Post Incident Reviews, ensure global standards are set and adhered to.

• Work with Service Providers, ensuring contractual service is delivered and work with them on Continuous Improvement.

• Be willing to provide on-call support on a rotational basis – which is financially rewarded.

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

• Strong technical skills for handling Wi-Fi Incidents

• Strong understanding of Data Networks Topologies and protocols.

• Drive to improve the services we provide to our business.

• Provide valuable inputs in process improvement.

• Need to be a good team player and able to collaborate at all levels.

• Experience of Working to ITIL/Agile Standards/Framework.

• Willingness and ability to learn new telecoms technologies and supporting tools.

• Strong communication skills and be able to communicate at all levels within the business

What we offer

• Competitive salary

• Annual performance-based bonus

• Additional bonuses for recognition awards

• Multisport card

• Private medical care

• Life insurance

• One-time reimbursement of home office set-up (up to 800 PLN).

• Corporate parties & events

• CSR initiatives

• Nursery discounts

• Financial support with trainings and education

• Social fund

• Flexible working hours

• Free parking

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

• Online behavioural test

• Telephone screen

• Job interview with the hiring manager

We are looking to hire as soon as possible so don’t wait and apply now!

You'll achieve more when you join HSBC.

Published: 15.08.2025

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