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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential.
HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.
HOST combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking a high caliber professional to join our team as Service Management Specialist .
Incident Management such as providing support in managing all incidents reported for the PayMe team. Coordinate with the support teams for triage and manage communication with various stakeholders throughout the lifecycle of the incident
Problem Management to ensure all incidents have a problem ticket logged and subsequent actions followed up with the ITID Problem Management team and the involved support teams.
Responsible to manage SLAs and target times set for each problem ticket
Availability Management such as Liaise with the Global Outage management team to ensure all complete or degraded outages are captured accurately for reporting purposes
Documentation Management such as ensure updates to the support model and other documentation to accurately reflect the current application functionality
Understand current Service Management tool sets such as Subject Matter Expert on defined Process and Tools interactions and flow
Assist with leading Service Improvement activities thereby ensuring the highest level of service is provided to our customers
A proactive problem solver reference to demonstrates and fosters proactive behavior and partnering within their direct team, influences same with peers
Project Management skills in reference to able to define, drive and lead small and medium Service Management initiatives and projects with internal and external teams
Researches in line to communicating and documenting process capability requirements, including costs, while providing recommendations and alternative solutions where applicable
Relevant Service Management experience.
Microsoft Office Suite, Excel, PowerPoint, Visio, and Project
Expert in IT Service Management Policies, Process Design and Development
Knowledge or experience in documenting business and functional requirements, processes, and interfaces
Subject Matter Expert across the Service Management lifecycle
Demonstrated ability to be an effective team member and lead solutions for complex initiatives, services requests, business or technical issues
Excellent planning, organizing, and project management skills
Ability to interact effectively with geographically and culturally diverse Business Units
Strong customer, quality and results orientation
Excellent planning, organizing and project management skills
Ability to take ownership of, and focus on critical initiatives
Excellent verbal, written and presentation skills
Ability to interact effectively at all levels and across diverse cultures
Ability to be an effective team member and project leader.
Ability to recognize and embrace change as the external environment and organization
Knowledge or experience in documenting processes and interfaces using common tools such as JIRA, Confluence, Global Service Desk and other
ITIL v3 Foundation certified
You’ll achieve more when you join HSBC.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
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.
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