About the job

Job Description

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.

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.

Primary Responsibility:

• Have experience and knowledge of Problem Management principles and methodologies.
• Take ownership of post incident follow up activities ensuring all problems are administered in accordance with agreed SLAs.
• Ensure root causes of service problems are investigated, understood and remediated to identify and address systemic/thematic issues with the aim to prevent recurrence.
• Review and understand information produced by IMT and other IT Service Management teams for incidents/outages (including Incident and Problem Management documentation), and use this to create ‘business friendly’ descriptions of the disruption that occurred.
• Build and support effective working relationships with stakeholders to ensure effective engagement and participation in the day-to-day processes of Problem Management.
• Liaise closely with IT Service Management teams across the Group, to ensure effective integration of controls and processes especially where there is shared interest/risk/stakeholders .
• Contribute to the development of a globally consistent and efficient Problem Management process, fostering an environment of continual service improvement
• Identifying areas for improvement such as monitoring and alerting, and preventative actions, raising and tracking agreed actions via problem records. Working with Support teams and SMEs to deliver in line with agreed SLAs.
  
  

Requirements

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

• Experience and knowledge of working within an ITIL based Service Management environment.
• Experience and knowledge Problem Management.
• Experience and knowledge of HSBC IT Service Management tools and best practice techniques.
• General technical understanding of IT software, hardware, networks and operations.
• Good stakeholder management with demonstrable ability to build and maintain relationships with IT Service Management teams and stakeholders.
• Good communication and influencing skills to drive the completion of problem records in line with group standards and SLAs
• Inquisitive/detectorist mind-set with sound judgmental skills to identify and resolve problems.
• Analytical skills and the ability to spot trends, patterns, errors and inaccuracies, with excellent attention to detail.
• Proactive and comfortable managing and prioritising own work - driven to continuously make things better and accustomed to driving own agenda and work activity.
• Delivery focused, with tenacity and resilience to get things done.

The successful candidate can also meet the following requirements:

• Experience of using Service Now and reporting platforms such as Cognos, QlikView and Qlik Sense would be advantageous.
• Awareness of DevOps and Agile principles.

You’ll achieve more when you join HSBC.

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.