If you’re looking for a career where you can make a real impression, join the global service center (gsc) hsbc and discover how valued you’ll be. Hsbc is one of the largest banking and financial services organizations in the world, operating in 64 countries and territories. We aim to support growth, enable businesses to thrive, and help people fulfill their hopes and ambitions.
we are currently seeking an experienced professional for the role of ctcs cmb it production support / server.
role purpose:
the global ctcs teams operate across three locations—india, china, and mexico—under a follow-the-sun support model within commercial banking it. The ctcs team supports urgent issues for multiple business systems and products within commercial banking. The senior ops engineer will serve as shift incharge for specific service lines (e.g., echannels, gtrf, credit & lending).
main activities:
1. investigate system failures and incidents reported on supported services.
2. communicate with various business & it teams.
3. work in uk shifts and provide on-call support as needed.
4. perform root-cause analysis and implement production fixes.
5. collaborate as part of a global team.
6. adhere to slas and service delivery procedures defined by the itil framework.
7. demonstrate excellent problem-solving and root-cause investigation skills.
8. maintain excellent written and oral communication skills in english, including report writing and training documentation.
9. knowledge of banking payment systems and/or banking domain is preferred.
10. knowledge of payment & cash management systems and gateways like swift is preferred.
11. familiarity with incident, problem, change, and release management procedures is preferred.
12. work effectively and professionally under pressure.
13. work as part of a global virtual team across multiple regions.
14. engage imt to assign incident managers.
15. utilize rtc/qlikview dashboards to monitor ticket progress as per sla.
16. perform handover activities to the next shift's senior ops engineer.
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