.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 fulfill their hopes and realize their ambitions.We are currently seeking an experienced professional to join our team in the role of Production Support / Mainframe.Role PurposeGlobal CTCS Teams will be operating in three locations viz. either India, China, and Mexico under Follow-the-Sun support model under Commercial Banking IT. The CTCS Team will support urgent issues for multiple business systems and products within Commercial Banking. Senior Ops Engineer will play the role of Shift Incharge attached to a specific Service line (e.G., eChannels, GTRF, Credit & Lending, etc.).Manage all user-wide communications (e.G., Flash Alerts). This also includes follow-up communications/updates and fielding any queries arising.Acts as a real-time incident escalation point for the CTCS/DevOps team/POD.Ensures bi-directional feedback between DevOps PODS teams and CTCS teams.ResponsibilitiesInvestigating system failures and incidents reported on the services supported.Communicating with various Business & IT teams.Flexible to work in UK shifts and provide on-call support.Perform root-cause analysis and production fixes.Work as a part of a global team.Adherence to SLAs & service delivery procedures defined by ITIL framework.Excellent problem-solving and root-cause investigation skills are essential.Excellent written and oral communication skills in English are essential (e.G., Report Writing, ability to document training materials).Knowledge of Banking Payment Systems and/or Banking Domain is preferable.Knowledge of Payment & Cash Management systems and Gateways like SWIFT is preferable.Familiarity with Incident / Problem / Change and Release Management procedures is preferable.Ability to work effectively and professionally under pressure.Ability to work as part of a Global virtual team across multiple regions.Engage IMT to get an incident manager assigned.Perform RTC/Qlikview Dashboards to ensure tickets are being progressed as per SLA.Perform handover activities to new Senior Ops Engineer in the next shift.Technical SkillsGood knowledge in JCL, DB2, CICS & COBOL is essential.Knowledge and understanding of IT Infrastructure is essential.Basic knowledge of MQ is preferable.Exposure to testing and support tasks is preferable.Knowledge of HSBCnet/Connect systems is preferred.Experience & QualificationITIL Accreditation.Proven experience in Production Support.Proven experience in Service Management / Service Ownership.Proven ability to manage globally distributed, multi-site teams and delegate authority