.If you're looking for a career where you can make a real impression, join 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, 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.We are currently seeking an experienced professional to join our team in the role of Manager for Service Management. This role is responsible for managing 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, identifying restoration actions, incident prioritization, communication, and escalation. Additionally, you will guide with passion the 6 reports for this position.Principal accountabilities:Providing full scope of the day-to-day Production Support service including resolution of live incidents as well as post-resolution problem management activities.Providing workarounds/resolutions with active participation in crisis calls.Technical expertise in finding root causes of major system problems based on business/operations requirements.Participating and contributing to implementing automations/new production support concepts in the team.Creating batch plans and supporting weekend releases, raising production change orders, and supporting various testing activities related to new implementations.Reviewing, designing, and re-engineering processes with new technologies to improve performance.Providing guidance, identifying opportunities in the team, and providing feedback to improve them.Working hours from 9am to 6pm from Monday to Friday.Conducting fluent English conversations with Europe and Asia regions.3 days working at the office and 2 days at home.The office can be chosen by the candidate to work in Azcapotzalco or Toluca.To succeed in this role you must have:Understanding of the technology layers in application landscape, storage, OS, network, database, and application.Work experience of 10 years with L0/L1 production support.Strong verbal English communication (At least C1 conversational level).Ability to work during Americas shift on a follow the sun (FTS) model, including weekends (ROTA-based).Good understanding of:Unix command line and Shell scripting (ksh, sh, awk, etc.).Databases – Oracle, SQL, or PostgreSQL.Job tools – Control M or Autosys.Good troubleshooting/debugging skills in C++ and Java code, SQL, and Stored Procedures.Desirable to have knowledge of Service Now to manage business requests and incidents & change orders.High sense of responsibility, leadership attitude, and ability to make wise decisions under stressful situations