.Some careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.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.- "At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member._- Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and car care"_We are currently seeking an experienced professional to join our team in the role of **Service Management Incident**The Technology Service Management - Incident job is responsible for the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilizes industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication and escalation. They are a member of the Major Incident Management (MIM) team is part of the HOST Service Management Incident discipline within Technology Infrastructure Delivery**Principal responsibilities**- Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities.- Restore normal service as quickly as possible and minimise the adverse impact to the business.- Recover Technology systems and services in accordance with business/Technology service level agreements in conjunction with technical support teams and in line with global incident management processes.- Build and maintain effective working relationships with Technology colleagues and business partners.- Be part of Reviewing, designing and re-engineering processes with new technologies to improve performanceRequirements**Requeriments**- Systematic problem-solving approach.- Work Experience of 2 years in L0/L1 production support- Strong verbal English communication.- Work during Americas shift on a follow of the sun (FTS) model, weekends (ROTA - based) and occasionally to be on after office hour on-call for supporting high and critical incidents.- Good understanding of Unix command line and Shell scripting (ksh, sh, awk etc).- Knowledge on SQL and Stored Procedures, preferentially in Oracle database PLSQL- Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures.- Knowledge on Service Now or GSD to follow the business requests and Incidents &Change Orders.- ITIL concepts understanding.- High sense of responsibility, Leadership attitude, and ability to make wise decisions under stressful situations
