Problem Manager

Big Bank Funding. FinTech Thinking.

Our technology teams in the UK work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We also run and manage our IT infrastructure, data centres and core banking systems that power the world’s leading international bank.

Our multi-disciplined teams include: DevOps engineers, IT architects, front and back end developers, infrastructure specialists, cyber experts, as well as project and programme managers.

The FinEx IT Service Resilience & Reliability team provides Service Management capability to ~350 FinEx & Cross Functions IT services. The team act as Control Operators for several of the NFRO controls whilst working to POD’s to continually improve the resilience and reliability of Finance IT services. The team is looking for a talented, ambitious, self-motivated individual to lead on Problem Management across FinEx IT.

Role Description:

This is a high profile, highly visible role with regular contact with senior managers due to the constant focus on high Service Availability and fast Problem Resolution. The role comes with persistent exposure to Google Cloud services. It also comes with high exposure across all FinEx IT & Cross Functions IT and the need to network and build strong relationships with all FinEx IT teams, Enterprise Technology counterparts, ITID Incident, Change Management and internal and external Audit teams

Responsibilities:

• Representing FinEx IT at Problem Management Community of Practice meetings and other Service Management and Enterprise Technology meetings.

• Supporting Finance on the Cloud Pod’s in managing problems.

• Facilitating FinEx IT teams in compliance with Problem Management controls.

• Supporting FinEx IT ITSO’s Problem Management Best Practice.

• Providing status reports with Risks and Issues updates to senior managers.

In this role, you will be performing:

• Problem Tracking

• Problem Analysis, Categorisation and Prioritisation

• Problem Documentation

• Fast Problem Resolution

• Problem Escalation and Root Cause Analysis

• Strong knowledge and experience of Problem Management processes and controls is essential.

• Strong relationship management skills.

• Strong written and verbal communication skills and ability to report progress, risks, and issues.

• Strong organizing and planning skills

• Knowledge of Site Reliability Engineering (SRE) an advantage, or willingness to achieve SRE accreditation.

• Maintain a “Can-do” attitude and a high degree of self-motivation. A strong drive to achieve.

• Ability to quickly understand new tools and be adaptable to changes in a fast-paced environment.

• Ability to drive timely completion of tasks.

• Comfortable switching between multiple project contexts and understanding the needs of a wide variety of Services.

The role will be based in Sheffield but some travel may be required. This role supports Hybrid working (2-3 days in the office per week)

Come Power a Business that Defines How to Power the World

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you