Manager For Service Management

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 the root cause of major system problems - inputs 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.Conducting fluent English conversations with Europe and Asia regions.Working hours from 9 am to 6 pm from Monday to Friday.3 days working at the office and 2 days at home.The office can be chosen by the candidate to work in Azcapotzalco or in Toluca.#J-18808-Ljbffr