You are here
Production Support Manager
- Leading financial service company
- Motivated working environemnt
About Our Client
One of the world's largest banking and financial services organisations. With around 6,000 offices in both established and emerging markets, we aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
*Assessment and Prioritization
*Help the support teams to correctly & efficiently categorize and prioritize all incidents and service requests based on business impact
*Closely monitor incident data to ensure all KPI's are met and that incidents are being serviced in the correct manner
*Identify areas of service improvement to increase the users experience
*Identify and implement tools to automate processes and procedures
*Identify efficiencies in processes and procedures and implement items to address deficiencies
*Reduce the amount of manual work that team members need to undertake.
*Reduce critical and high incidents by working with relevant technology teams to reduce repeat issues.
*Working closely with global teams in China, UK, India, Canada and HK to devise best practices for the team.
*Act as a focal point for key stakeholders such as business users and IT managers
*Provide up to date and accurate information on critical and high impacting incidents
*Review and identify incident trends to understand what are the root cause of incidents
*Produce and review detailed MI on incident resolution rates with team members to introduce improvements
*Implement strategic items that are passed down from senior management team
*Track the progress of the team against high level management objectives
*Creation of MI
*Devise MI reports that will allow the identification of opportunities within the team
*Highlight the efficiency of the global team based on MI data from "golden" sources of data
*Produce MI reports that will allow key stakeholders to identify the stability of IT systems and the performance of Production Support teams
*Ensure that all members of the team have clear objectives
*Devise training plans to reduce the key person risks and enhance the knowledge that the teams have to resolve incidents in a more efficient manner
*Identify opportunities within the organization for high performing individuals
*Identify training opportunities for team members
*Ensure all budgets are closely monitored and are inline with expenditure expectations
*Ensure all teams complete timesheets on time and as accurately as possible
*Look for and identify potential cost saving measures
*Act as a focal point and relationship manager for local business teams within the Americas region who utilities IT services.
*Represent and provide input to development and business prioritization meetings
*Provide updates to global managers on the initiatives being undertaken within the TREATS and Utilities AMER team.
*Coordinate DR tests
*Report service target breach and monitor service metrics, report and initiate corrective actions
*Identify threats and vulnerabilities and risks, categorize, estimate probability and escalate
*Contribute ideas on more efficient business-IT operations, turn ideas into actions / plans
*UAT testing and sign-off of all support related items that will be deployed in production.
*Implementing the HSBC Risk Controls, you will act as the First Line of Defence, ensuring HSBC systems controls are enforced and exceptions reported.
*Support audits and regulatory reviews as required
The Successful Applicant
*A good understanding of Back Office IT systems
*A good understanding of Market Operations business lines
*Problem solving skills
*Excellent communication skills - both verbally and written
*A good understanding of i-Series technology (preferably)
*A good knowledge of Unix
*A good understanding DB technology such as Oracle and MS SQL
*Be able to demonstrate process improvements and efficiencies
*Hands on experience with SmartStream product suite (TLM, RTCM, TCM, Algo)
*Comfortable with ITIL concepts
*The ability to create concise Management Information data
What's on Offer
We put diversity at the heart of our business. Joining us will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit. We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-competitive benefits