Service Management Specialist - HSBC Operations
HSBC Group
Hong Kong, China


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.

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 .

Principal responsibilities

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

  • Effective Process Design in relation to understands and applies Lean concepts as well as industry process best practices such as COBIT and ITIL v3
  • Requirements

    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.

    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.

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